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Webhook tool

Jira Service Management AI voice agents for phone requests

The caller describes the problem, and the agent raises a request in your service desk through the Jira Service Management REST API, then reads the key back.

Start buildingRead the docs

Service desk agent

Takes IT requests by phone and raises them in Jira Service Management.

Instructions

Ask what the problem is, who it affects, and a name and number or extension to reach the caller. Raise one request with a short summary and a description in the caller's words, then read back the issue key. If many people are affected or a key system is down, raise the request first, then transfer to the on-call line.

Handoff
On-call line

Connected tools

  • Create requestWebhook
  • Transfer to on-callTransfer

What a Jira Service Management AI voice agent can do

Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.

The agent writes a summary and a description from what the caller said and raises a request in the service desk your team works from.

Tool definitions

Webhook tools go to POST /v1/agents/tools. Transfers are a system tool on the agent. Replace the placeholder values in capitals with your own.

Webhook

Create request

Raises a customer request in one service desk and request type.

Show the JSON definition
create_request
{
  "type": "webhook",
  "name": "create_request",
  "description": "Raises a request in the IT service desk for the caller's problem. Returns the issue key to read back.",
  "pre_tool_speech": "auto",
  "execution_mode": "immediate",
  "response_timeout_secs": 20,
  "api_schema": {
    "url": "https://YOUR_SITE.atlassian.net/rest/servicedeskapi/request",
    "method": "POST",
    "request_body_schema": {
      "type": "object",
      "properties": {
        "serviceDeskId": {
          "type": "string",
          "constant_value": "YOUR_SERVICE_DESK_ID"
        },
        "requestTypeId": {
          "type": "string",
          "constant_value": "YOUR_REQUEST_TYPE_ID"
        },
        "requestFieldValues": {
          "type": "object",
          "properties": {
            "summary": {
              "type": "string",
              "description": "A short summary of the problem, under 100 characters."
            },
            "description": {
              "type": "string",
              "description": "The problem in the caller's words, who it affects, and the caller's name and callback number or extension."
            }
          },
          "required": [
            "summary",
            "description"
          ]
        }
      },
      "required": [
        "requestFieldValues"
      ]
    },
    "authentication": {
      "mode": "basic_auth",
      "username": "agent@yourcompany.com",
      "password": {
        "type": "secret",
        "secret_value": "YOUR_ATLASSIAN_API_TOKEN"
      }
    }
  }
}

Transfer

Transfer to on-call

Cold transfer to the on-call number.

Show the JSON definition
transfer_to_on_call
{
  "config": {
    "system_tools": {
      "transfer_to_number": {
        "description": null,
        "pre_tool_speech": "auto",
        "transfers": [
          {
            "destination": {
              "type": "phone",
              "phone_number": "+14155550152"
            },
            "condition": "Many people are affected or a key system is down, after the request is raised."
          }
        ]
      }
    }
  }
}

Set it up

No native connector. The tool calls the Jira Service Management REST API directly, with an Atlassian account email and API token over basic auth. Vendor details read in November 2026.

  1. Create an API token

    Sign in as the account the agent acts as, which needs permission to create requests in the service desk, and create a token at id.atlassian.com/manage-profile/security/api-tokens.

  2. Find the IDs

    Call GET /rest/servicedeskapi/servicedesk for the service desk ID, then GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype for the request type ID.

  3. Add the tool

    Set both IDs as constants, put the account's email in the username, and store the API token as the basic auth password secret.

  4. Test a request

    Call the agent, describe a problem, and check that the request appears in the queue with the key the agent read back.

Documentation

Before you build

Tokens expire within a year

Atlassian API tokens last between 1 and 365 days, and one year unless you choose less. Note the date, because the tool fails once the token lapses.

Check required fields first

A request type can require more fields than summary and description. GET .../requesttype/{requestTypeId}/field lists them, and a missing one fails the request.

Use cases for teams on Jira Service Management

Customer support

Resolve support calls on the first try, refund and credit within your rules, and keep customers who call to cancel.

See the use case

More integrations

All integrations
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Gorgias

Turn store support calls into Gorgias tickets with a webhook tool that calls the tickets endpoint.

  • Managed Agents
See the integration
Webhook tool

Help Scout

Open phone conversations in your Help Scout inbox, through a service of yours that calls the Inbox API.

  • Managed Agents
See the integration
Webhook tool

ServiceNow

Create ServiceNow incidents from phone calls and read back their status with webhook tools for the Table API.

  • Managed Agents
See the integration

Enterprise-grade security

  • HIPAA compliant badge

    HIPAA compliant

  • SOC 2 Type 2 badge

    SOC 2 Type 2

  • GDPR badge

    GDPR

Jira Service Management AI voice agent FAQs

Does Jira Service Management have an AI phone agent?

Atlassian documents its virtual service agent in Slack, Microsoft Teams, the portal, the help center and an embeddable widget. A Cartesia agent takes the call, raises a request in your service desk through the Jira Service Management REST API, and reads the request key back to the caller.

How do I connect Jira Service Management to an AI voice agent?

Create an API token for an Atlassian account that can create requests in the service desk, then look up the service desk ID and request type ID with the servicedeskapi endpoints. Set both IDs as constants on the create_request tool, with the account email and token as basic auth.

Can the agent raise the request in the caller's name?

The API has a raiseOnBehalfOf field, which accounts with only customer permission can't use. Matching a caller to their Atlassian account takes a lookup this page doesn't cover, so the tool raises requests as its own account.

What does a Jira Service Management voice agent cost to run?

Cartesia bills the agent at $0.03/min, plus LLM usage and telephony. Phone minutes depend on the number. Cartesia-provisioned numbers are US only and carry Cartesia's telephony fee. Numbers from your Twilio account or a SIP trunk pay your carrier's rates instead. Atlassian API tokens last at most a year, so note the expiry date.

Why would the agent fail to create a Jira Service Management request?

A request type can require more fields than summary and description, and a missing one fails the request. GET .../requesttype/{requestTypeId}/field lists them. The tool also fails once the API token lapses, and Atlassian tokens last between 1 and 365 days, one year unless you choose less.

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