Aisbear in actionService Desk AI Assistant
Resolve tickets faster with AI that suggests solutions based on past history and knowledge base articles.
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The Service Desk AI Assistant accelerates ITSM operations by acting as an intelligent layer between users and the service desk team.
Integrated with Jira and other ITSM tools, it understands user questions in natural language, looks up answers in your existing documentation and knowledge base, and helps users either solve issues on their own or seamlessly hand them over to the service desk when human help is needed.
Example User Stories
- AI-powered self-service and assisted resolution – reduce unnecessary tickets by letting users solve common issues with AI first, while giving agents instant context, similar cases, and suggested fixes.
- Centralized IT knowledge with automated triage – unify Jira, wikis, and documentation into one intelligent layer that classifies, prioritizes, and routes tickets to the right team faster, lowering MTTR.
Service Desk Assistant: “Do I Even Need a Ticket?”
A user runs into an issue with an application and instead of immediately opening a new ticket, they ask Aisbear in chat: “VPN stopped working, what should I do?” The Service Desk AI Assistant searches existing documentation, known issues and previous Jira tickets and tries to guide the user step by step directly in the conversation.
If the problem can’t be solved this way, Aisbear offers to create a ticket and does it automatically in the correct Jira project, with category, priority and a summary of what has already been tried pre-filled. Many tickets never need to be created at all, and those that are created start out well-structured and ready to be worked on.
Similar Tickets & Suggested Fixes: Help for Service Desk Specialists
A service desk specialist opens a new ticket in Jira and instead of an empty screen sees an Aisbear panel with a list of similar tickets, past resolutions and links to project wikis. The Service Desk AI Assistant automatically finds relevant incidents, summarizes how they were resolved and suggests concrete steps or a workaround.
The service desk specialist doesn’t have to manually search “if we’ve ever solved this before” — Aisbear brings the relevant knowledge right to them.
One Search Across Jira and Wikis: Answers Instead of Hunting
A developer or L2 support engineer needs to quickly find out: “How do we normally fix 502 errors on the API gateway?” Instead of clicking through Jira projects and multiple Confluence/project wikis, they ask directly in Aisbear. The Service Desk AI Assistant has both Jira tickets and project documentation/runbooks indexed and returns a single consolidated answer — including links to specific tickets, pages and past decisions.
Everything is in one place and accessible through a conversational interface.
Ticket Triage Assistant: Smarter Queue, Lower MTTR
Every morning, the service desk team opens the queue of new tickets and lets the Aisbear Ticket Triage Assistant run through it. For each ticket, Aisbear suggests the right category, priority, assignee (for example a specific team) and adds links to similar incidents that have already been resolved.
The result is smarter triage, faster routing to the right people and a lower Mean Time to Resolution (MTTR), without anyone manually reviewing dozens of new requests one by one.