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Burti Ltd JIRA Automation Case

Burti, an IT consulting and Atlassian partner, wanted to speed up support operations and make better use of their extensive knowledge base. With many incoming quiries, support department employees spent considerable time searching historical cases and drafting responses—slowing down resolution times.

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AI-Powered Support with Mitigate Platform

Burti implemented the Mitigate AI Platform, integrated directly with JIRA Service Desk. When a new quiry arrives, the system:

  • Analyzes the request and understands its context

  • Searches Burti’s full history of resolved tickets

  • Suggests a complete response for employees to review and confirm

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This human-in-the-loop approach ensures accuracy while dramatically reducing repetitive work and speeding up resolutions.

Results

  • Faster response times through instant AI suggestions

  • Reduced manual workload for support employees

  • Consistent, high-quality communication with clients

  • Smarter use of institutional knowledge, leveraging years of JIRA history

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By streamlining the support workflow, Burti’s team can now focus on complex, value-adding tasks while delivering faster, more accurate responses to clients.

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