Welcome Helsinki Community,

This ACE we give you a double dose of Atlassian talks, with Katarzyna Pawlak CPO at Appsvio talking about AI and Self Service and Lotta Mikkonen Senior SE from Atlassian giving you insights on the System of Work. So come join us for a afternoon of interest talk, joined discussions and community.

We are being hosted by the amazing people of WeAre Solutions who kindly sponsor this event.

Breaking the Ticket Ping-Pong: AI and Self-Service as Two Levers for Faster Resolution (Katarzyna Pawlak)

Every extra round trip on a ticket - an agent chasing missing information, a request bouncing between support tiers, a customer asking "any update?" - has a real, measurable cost: industry data puts escalated tickets at roughly 3x the cost of a first-contact resolution, and barely half of all tickets close in a single interaction. This talk looks at two complementary ways to break that pattern in Jira Service Management: native AI that helps agents move faster once a ticket lands on their desk, and portal experiences that give requesters enough visibility and control to solve more on their own.

Who this talk is for

• Service desk / service management leads and admins running Jira Service Management - in IT, HR, Legal, Facilities, Finance, or any other team, not just IT

• Support agents and team leads who deal with the daily "ping-pong" firsthand and want practical levers, not more process

• Product/platform owners of JSM looking to lower cost-per-ticket and resolution time without adding headcount

• ITSM/ESM consultants and Atlassian practitioners collecting real-world patterns to bring back to their own teams or clients

Beyond Silos -  Connecting Teams, Knowledge, and AI with Atlassian’s System of Work (Lotta Mikkonen)

Fragmented tools and information silos cost enterprise teams countless hours searching for context rather than delivering value.
In this session, we will explore how Atlassian’s System of Work unites strategy, planning, and execution across every team. Discover how the Teamwork Graph connects the dots across your entire tech stack mapping real-time relationships between people, projects, and knowledge across Atlassian and third-party tools (eg. Slack, Microsoft, Google Drive). Learn how Atlassian Rovo turns this connected context into an active AI teammate that accelerates discovery, automates routine work, and powers specialised no-code agents across the organisation.

• This session is suitable for anyone looking to break down information silos across their tech stack or how to identify opportunities for automation