FAQ

Questions people ask before installing, and the ones security reviews always ask.

Data and security

Does ticket data leave Atlassian?: No. The app runs on Atlassian Forge, and the only outside address it may contact is api.atlassian.com.
Which AI provider is used?: Atlassian's own Forge LLM, with models Atlassian hosts. No API key to buy, no third-party AI vendor.
Why does it need an Atlassian API token?: Only for team-based routing, so it can read your Atlassian Teams and their members. Everything else works without it. The token is stored inside your own site and masked on screen.
Does it store copies of our tickets?: No. It stores the decision it made and a short justification, against the issue key. See the privacy policy.
Can it read tickets in projects it is not configured for?: It only acts on the service desks you select. The Jira scopes it holds are site-wide, as with any Jira app, which is why the configuration screens are restricted to Jira administrators.

Will it reassign tickets my team already picked up?: The Dispatcher acts on ticket creation. Smart Escalation can reassign later, but only if you enable that specific action.
What happens if it cannot decide?: It follows your Fallback Behavior setting. We recommend leaving the ticket unassigned rather than guessing.
Can I use just one of the three agents?: Yes. They are configured and enabled separately. Most people start with the Dispatcher alone.
Does it work in Jira projects that are not service desks?: The agents are built around service desks, request types and customer comments. Install it for Jira Service Management.
Can agents see why a decision was made?: Yes — in the AI Triage panel on the issue and in the global Audit Log. Not as a comment: the app does not write comments on tickets.
Will it argue with my Jira Automation rules?: It can. If an automation rule also assigns tickets, one of the two will win depending on order. Pick one owner for assignment and disable the other.

How do I pilot this safely?: Set the global Connection once, then enable the Dispatcher on one project only, with routing comments on. Read those comments for a week before enabling anything that changes a ticket.
How long until routing is accurate?: It depends entirely on your team prompts, not on training time. Good boundary descriptions work from the first ticket; vague ones never improve on their own.
What happens when I uninstall?: The app erases what it holds: it empties the audit table, then sweeps its key-value store — configuration, the Teams API token, per-issue decisions, skills and statistics — until a pass finds nothing left. Whatever remains is detached by Atlassian immediately and destroyed under its own retention policy. See Where your data goes. Assignments, labels, watchers and incident links the agents set stay in Jira, because they are ordinary Jira data.
What happens if our licence lapses?: Triage stops and nothing else does. New tickets are not routed, comments are not scored and no clusters are detected, because the platform stops invoking the app's triggers entirely. Every screen stays open and editable — configuration, statistics, the audit log, the Connection tab, and every decision already recorded — and a banner says triage is paused so nobody spends an afternoon looking for a broken prompt. Renewing resumes it on the next ticket, with nothing to reconfigure.