Does DeskGraph replace JQL?

No. JQL handles structured queries like filtering by assignee, priority, or date range. DeskGraph handles "I've seen this before." They complement each other.

Do you need admin access to my Jira instance?

No. Read-only OAuth. No changes to your workflows, automations, or permission schemes.

Does it work with Jira Cloud and Jira Data Center?

Currently Jira Cloud only. Data Center support is planned.

How long does the initial index take?

Depends on ticket volume. Most teams are fully indexed within a few hours.

AI ticket search for Jira Service Management

JQL finds what you can describe. DeskGraph finds what you've seen before.

What JQL can't answer

JQL is great for filtering by assignee, priority, or date range. It's not designed to answer "has anyone seen this before?" If one agent filed a bug as "dropdown menu rendering issue" and another described it as "select box broken on Safari," those are two unrelated issues in JQL. They're the same issue.

Screenshots in Jira attachments? Unsearchable. And Confluence is a separate system from your ticket history. Your agents have to maintain two knowledge sources and search both, hoping one has the answer.

Automation rules can route and prioritize incoming requests, but they can't surface past resolutions. If your JSM project has multiple request types and hundreds of resolved issues across them, the institutional knowledge in those tickets stays locked behind keyword search.

How DeskGraph connects to Jira

Read-only OAuth connection to your Jira Service Management instance. We index your ticket history and attachments, building an embedding-based search that understands meaning. DeskGraph works alongside JQL. It doesn't replace it. JQL handles structured queries. DeskGraph handles "I've seen this before."

No changes to your Jira workflows, automations, or permission schemes. We read tickets and attachments. That's it.

DeskGraph indexes across all your JSM projects and request types. A similar ticket surfaces whether it was filed in your IT Service Desk or your Customer Support project. If the same issue shows up under different request types, DeskGraph connects them.

What changes for your team

A sidebar shows the most similar past tickets when agents open a Jira issue
Matches work across different wording, different reporters, and different time periods
Screenshots match visually, not by filename
No Confluence articles to maintain. Your ticket history is already the knowledge base.

DeskGraph also works with Zendesk, Freshdesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, ServiceNow, and Help Scout.

Frequently asked questions

Does DeskGraph replace JQL?: No. JQL handles structured queries like filtering by assignee, priority, or date range. DeskGraph handles "I've seen this before." They complement each other.
Do you need admin access to my Jira instance?: No. Read-only OAuth. No changes to your workflows, automations, or permission schemes.
Does it work with Jira Cloud and Jira Data Center?: Currently Jira Cloud only. Data Center support is planned.
How long does the initial index take?: Depends on ticket volume. Most teams are fully indexed within a few hours.

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