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To connect a service desk, use an Atlassian connection (the same one Confluence and Jira use, or a new one), then give the desk’s number. It takes about five minutes.
Jira Service Management is in beta. It has been tested against recorded responses, not yet against a real account, so tell your MITHUNAI contact if a sync does not read what you expect.
These are your customers’ conversations. A request is written by a customer about their own case. Only connect a desk if your organisation is allowed to use those conversations to answer other people’s questions, for example under your terms of service and privacy notice. Whatever the account can see, your assistant can quote to anyone who can ask it.

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What you need

  • A Jira Service Management Cloud site, at an address like https://your-company.atlassian.net.
  • An Atlassian account that is an agent on the service desk. A customer account sees only its own requests.
  • The owner or admin role in your MITHUNAI organisation.

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1. Create the API token in Atlassian

If you already saved an Atlassian connection for the same site, skip to step 3. Signed in to Atlassian as the agent account MITHUNAI will read as:
  1. Go to id.atlassian.com/manage-profile/security/api-tokens.
  2. Select Create API token. If you see a choice, choose the plain API token, not the one with scopes.
  3. Name it, such as MITHUNAI, and choose an expiration date from 1 to 365 days.
  4. Select Create, then Copy to clipboard. Atlassian shows the token only once.

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2. Save it in MITHUNAI

  1. In the console, open Knowledge → Sources and choose Connect source.
  2. Under Issues and support, choose Jira Service Management.
  3. If you have no Atlassian connection yet, fill in the form: a Connection name, the Site address (it cannot be changed later), the Account email and the Token. Choose Save connection.

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3. Choose the service desk

  • Name: what the source is called in your list.
  • Service desk number: open your customer portal. Its address ends /servicedesk/customer/portal/10; the number after /portal/ is the desk’s number.
  • Under Change filters: Resolved requests only is on by default, so only conversations that reached an answer are read. Maximum requests is from 1 to 5,000, 500 by default.
Choose Connect source. The first sync starts straight away.

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What is read, and what is not

Each request becomes one document: its summary, status, the customer’s description, and the public replies, oldest first, each labelled Customer or Support team.
  • Internal comments are never read. They are not asked for, and one that arrives anyway is dropped.
  • No person is named. Reporters, participants, agents and @mentions are left out, and email addresses typed into a request are removed. A name or a telephone number typed into the text is kept as written.
  • Knowledge-base articles are not read. Jira Service Management only lets them be searched, not listed. They are Confluence pages: connect that Confluence space instead.
  • Attachments, approvals, SLAs and satisfaction ratings are not read.

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When something goes wrong

Last modified on November 7, 2026