Integration · Customer support

Connect Claude & ChatGPT to Jira Service Management

Ask your AI what is waiting in a queue, whether a request is breaching its SLA, or to reply to a customer in Jira Service Management. It can read requests, comments, status history, SLAs and approvals, raise new requests, move requests to a new status and answer approvals. It also works with customers, organizations and the knowledge base.

Connect Jira Service Management free

Free plan, no credit card. Takes about a minute.

Try asking

“What is in the triage queue right now?”
The AI lists the service desk's queues with request counts, then the requests in the queue you name.
“Has HELP-231 breached its SLA?”
It reads the request's SLA timers, such as time to first response and time to resolution, and whether they are breached.
“Add an internal note to HELP-231 that we are waiting on the vendor.”
It adds the comment as internal, so the customer does not see it.

What your AI can do

Requests and queues

List queues and the requests in them, read and raise requests, comment, add participants and change status.

SLAs and approvals

Read SLA timers and status history, list approvals and approve or decline them.

Customers and knowledge base

Search service desk customers, create customers and organizations, and search knowledge base articles.

“Resolve HELP-198 and tell the customer the fix is live.”
It looks up the transitions available on the request, moves it to Resolved and adds your comment. The customer may be notified.
“Raise a hardware request for Mia: her laptop screen is cracked.”
It finds the right request type and its required fields, then raises the request on Mia's behalf.
“Is there a knowledge base article about resetting a VPN password?”
It searches the service desk's knowledge base and returns the matching articles.

76 tools for Jira Service Management

These tools are switched on when you connect. You can switch any of them off, or require your approval before it runs.

add_customersDeletesCreate a new customer. Search customers first to avoid duplicates. Destructive action; may require approval. API summary: Add customers.
add_customers_to_service_deskChanges dataGive existing customers access to a service desk by `service_desk_id` and their `account_ids`.
add_request_commentVisible to othersAdd a comment to a request by `issue_id_or_key` with `body`. Set `public` false for an internal note; public comments are visible to and emailed to the customer.
add_request_participantsVisible to othersAdd participants to a request by `issue_id_or_key` using their `account_ids`; they will receive notifications.
add_users_to_organizationChanges dataAdd customers to an organization by `organization_id` and their `account_ids`.
answer_approvalVisible to othersApprove or decline an approval on a request by `issue_id_or_key` and `approval_id` with `decision` approve or decline. Moves the request on and cannot be undone.
attach_servicedesk_temporary_fileChanges dataAttach a servicedesk (service desk id). API summary: Attach temporary file.
create_checkDeletesCreate a new check. Destructive action; may require approval. API summary: Check request type permissions.
create_customerChanges dataCreate a new customer account with `email` and `display_name`. Then add them to a service desk with add_customers_to_service_desk.
create_customer_create_customerDeletesCreate a new customer. Search customers first to avoid duplicates. Destructive action; may require approval. API summary: Create customer.
create_customer_documentVisible to othersCreate a new document for a customer. Has effects visible outside this system. API summary: Create comment with attachment.
create_customer_feedbackChanges dataCreate a new feedback for a customer. API summary: Post feedback.
create_customer_invite_customerVisible to othersCreate a new customer. Search customers first to avoid duplicates. Has effects visible outside this system. API summary: Invite customer.
create_customer_request_skipping_login_checkChanges dataCreate a new customer. Search customers first to avoid duplicates. API summary: Create customer request skipping login check.
create_organizationChanges dataCreate a customer organization with `name`.
create_requestChanges dataRaise a new request on `service_desk_id` of `request_type_id`, with field values in `request_field_values` (e.g. summary, description). Use `raise_on_behalf_of` to raise it for a customer; they may be notified.
create_servicedesk_companyChanges dataCreate a new company for a servicedesk. Required: organization id. API summary: Add organization.
create_servicedesk_requesttypeChanges dataCreate a new requesttype for a servicedesk. Search requesttypes first to avoid duplicates. API summary: Create request type.
delete_companyDeletesPermanently delete a company by company id. Destructive action; may require approval. API summary: Delete organization.
delete_company_propertyDeletesPermanently delete a property by property key. Destructive action; may require approval. API summary: Delete property.
delete_company_usersMoves moneyPermanently delete a user by organization id. Financial or irreversible action; may require approval. API summary: Remove users from organization.
delete_customer_feedbackMoves moneyPermanently delete a feedback by request id or key. Financial or irreversible action; may require approval. API summary: Delete feedback.
delete_customer_participantsMoves moneyPermanently delete a participant by issue id or key. Financial or irreversible action; may require approval. API summary: Remove request participants.
delete_customer_subscriptionsMoves moneyPermanently delete a subscription by issue id or key. Financial or irreversible action; may require approval. API summary: Unsubscribe.
delete_requesttype_propertyDeletesPermanently delete a property by property key. Destructive action; may require approval. API summary: Delete property.
delete_servicedesk_companiesMoves moneyPermanently delete a company by service desk id. Financial or irreversible action; may require approval. API summary: Remove organization.
delete_servicedesk_customersMoves moneyPermanently delete a customer by service desk id. Financial or irreversible action; may require approval. API summary: Remove customers.
delete_servicedesk_requesttypeDeletesPermanently delete a requesttype by request type id. Destructive action; may require approval. API summary: Delete request type.
get_company_propertyGet one property for a company by property key. API summary: Get property.
get_customer_approvalGet one approval for a customer by approval id. API summary: Get approval by id.
get_customer_documentGet one document for a customer by document id. API summary: Get attachment content.
get_customer_messageGet one message for a customer by message id. API summary: Get request comment by id.
get_customer_slaGet one sla for a customer by sla metric id. API summary: Get sla information by id.
get_insight_workspacesList workspaces. Results are paginated. API summary: Get insight workspaces.
get_organizationGet one customer organization by `company_id` (the organization ID).
get_requestGet one customer request by `issue_id_or_key` (e.g. HELP-12), including summary, status, reporter and field values.
get_request_slasGet the SLA timers of a request by `issue_id_or_key` (e.g. time to first response, time to resolution) and whether they are breached.
get_request_status_historyGet the status history of a request by `issue_id_or_key` (each status and when it changed).
get_request_type_fieldsGet the fields (required and optional) for a request type by `service_desk_id` and `request_type_id`, so you know what to fill when creating a request.
get_requesttype_propertyGet one property for a requesttype by property key. API summary: Get property.
get_servicedeskGet one servicedesk by service desk id. API summary: Get service desk by id.
get_servicedesk_queueGet one queue for a servicedesk by queue id. API summary: Get queue.
get_servicedesk_requesttypeGet one requesttype for a servicedesk by request type id. API summary: Get request type by id.
get_viewGet one view by page id. API summary: View knowledge base article.
list_attachment_thumbnailsList thumbnails for a attachment. API summary: Get attachment thumbnail.
list_comment_documentsList documents for a comment. Results are paginated. API summary: Get comment attachments.
list_company_propertiesList properties for a company. API summary: Get properties keys.
list_company_usersList users for a company. Results are paginated. API summary: Get users in organization.
list_customer_documentsList documents for a customer. Results are paginated. API summary: Get attachments for request.
list_customer_feedbackList feedback for a customer. API summary: Get feedback.
list_customer_subscriptionsList subscriptions for a customer. API summary: Get subscription status.
list_infosList infos. API summary: Get info.
list_organizationsList the customer organizations in Jira Service Management, optionally for one user by `account_id`.
list_queue_requestsVisible to othersList the requests currently in a queue by `service_desk_id` and `queue_id`.
list_queuesList the agent queues of a service desk by `service_desk_id`; set `include_count` for the number of requests in each.
list_request_approvalsList the approvals on a request by `issue_id_or_key`, with approvers and decisions.
list_request_commentsList the comments on a request by `issue_id_or_key`; filter with `public` or `internal`.
list_request_participantsList the people who are participants on a request by `issue_id_or_key`.
list_request_transitionsList the status changes you can make on a request by `issue_id_or_key` (e.g. Resolve, Cancel), with their transition IDs.
list_request_typesList the request types customers can raise on a service desk by `service_desk_id`, optionally filtered by `search_query`. Needed before creating a request.
list_requestsList customer requests you can see, filtered by `search_term`, `request_status` (OPEN_REQUESTS, CLOSED_REQUESTS, ALL_REQUESTS), `service_desk_id`, `request_type_id`, `organization_id` or `request_ownership`.
list_requesttype_propertiesList properties for a requesttype. API summary: Get properties keys.
list_service_desksList the service desks (help center projects) you can access, with their IDs and project keys.
list_servicedesk_companiesList companies for a servicedesk. Optional filters: account id. Results are paginated. API summary: Get organizations.
list_servicedesk_requesttypegroupsList requesttypegroups for a servicedesk. Results are paginated. API summary: Get request type groups.
list_workspacesList workspaces. Results are paginated. API summary: Get assets workspaces.
search_knowledge_baseSearch a service desk's knowledge base articles by `service_desk_id` and `query`. Set `highlight` to mark matching words.
search_productsSearch products by query, highlight, start or prev. Use this to find existing products before creating a new product. Results are paginated. API summary: Get articles.
search_requesttypesSearch requesttypes by search query, service desk id, include hidden request types in search or restriction status. Use this to find existing requesttypes before creating a new requesttype. Results are paginated. API summary: Get all request types.
search_service_desk_customersList or search the customers of a service desk by `service_desk_id`, with optional `query` (name or email).
submit_customerVisible to othersValidate a customer. Has effects visible outside this system. API summary: Validate customer request.
transition_requestVisible to othersMove a request to a new status by `issue_id_or_key` and transition `id` (from list_request_transitions), with an optional `additional_comment`. The customer may be notified.
update_company_propertyChanges dataUpdate an existing property identified by property key. API summary: Set property.
update_customer_subscriptionsDeletesUpdate an existing subscription identified by issue id or key. Destructive action; may require approval. API summary: Subscribe.
update_requesttype_propertyChanges dataUpdate an existing property identified by property key. API summary: Set property.
update_user_revoke_portal_only_accessesVisible to othersUpdate an existing revoke portal only access identified by account id. Has effects visible outside this system. API summary: Revoke portal only access for user.

Set up in three steps

1
Pick the app
Create a free HeyMyApps account and choose Jira Service Management from the app list.
2
Paste your key
Enter three things: your Jira site name (the 'acme' in acme.atlassian.net), the email you log in to Jira with, and an API token. Create the token at id.atlassian.com under Security › API tokens by clicking Create API token.
3
Add the link to your AI
You get a personal MCP link. Add it to Claude, ChatGPT or Cursor:
1. Click your name, then Settings › Connectors › Add custom connector.
2. Paste your link as the Remote MCP server URL.
3. Switch it on from the + menu in a chat.

Questions

What can the AI do in Jira Service Management?

The AI can read service desks, queues, request types, requests, comments, participants, status history, SLAs, approvals, customers, organizations and knowledge base articles. It can raise requests, add comments and participants, move requests to a new status and answer approvals. It can also create customers and organizations and give customers access to a service desk.

Does the AI see my Atlassian API token?

No. Your Atlassian API token is encrypted at rest and never shown to the AI. After you save it, it is not shown again, not even to you. The AI only sees the results of the tools it calls.

Can I control what the AI is allowed to do?

Yes. You choose which tools are switched on, so you can start read-only. Public comments are emailed to the customer, status changes may notify them, and answering an approval cannot be undone. These actions can require your approval before they run. Every tool call is logged.

Does it work with ChatGPT?

Yes. In ChatGPT go to Settings › Apps & Connectors › Advanced and turn on Developer mode, then add your HeyMyApps link. Developer mode needs a paid ChatGPT plan: Plus, Pro, Business or Enterprise. The same link also works in Claude (Settings › Connectors › Add custom connector), Cursor and other MCP clients.

What does it cost?

HeyMyApps has a free plan with no credit card required. Paid plans bill per completed task. You also need your own Jira Service Management site.

Which service desks can the AI see?

The same ones as the Atlassian account whose email and API token you enter. The AI can only read and change requests that account has access to, so connect an account with the access you want the AI to have.