Pathfinder for Jira Service Management

by codevector

works with Jira Cloud

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Key highlights of the appJSM request routing with decision trees and rules – stop spending AI credits on simple flows

Build your routing flow in minutes, not days

Design guided customer flows visually using questions, inputs and decision branches. No coding required. Publish directly to your JSM portal and adjust anytime without breaking live service desk operations

Simple step-by-step intake for portal users

Give portal users a clean conversational guide instead of overwhelming forms. Questions lead customers directly to the exact request type with all required context collected upfront

Verified ticket data before it hits your queue

Pathfinder collects dates, descriptions and context through guided questions and shows customers a verified summary before submission. Agents receive complete, actionable tickets without chasing anyone for details

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Built on Atlassian Forge
Pathfinder runs entirely inside your Atlassian Cloud environment using Atlassian Forge. Your data never leaves your Jira instance, keeping security and compliance reviews simple.

Zero AI & Predictable Costs
No Atlassian Intelligence credits consumed, no external LLM dependencies, and no usage-based billing surprises. Decision logic runs deterministically every time.

Language Support
English and German are supported out of the box for both portal end-users and the admin builder. Custom question texts, options, and hints can be authored in any language needed.

Enterprise Compatibility
Compatible with all Jira Service Management Cloud tiers (Free, Standard, Premium, Enterprise). Works seamlessly across multi-request type configurations.

Resources

App documentation
Comprehensive set of documentation from the partner on how this app works

Privacy and Security

Privacy policy

Atlassian's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner.

Partner privacy policy

Security program

This app is not part of the Marketplace Bug Bounty program.

Integration permissions

Pathfinder for Jira Service Management integrates with your Atlassian app

Version information

Version 2.3.0•for Jira Cloud

Release date: Sep 9th 2026
Summary: Guided JSM intake flows using decision trees — no AI, no missing ticket data
Details: Visual Flow Builder: Interactive drag-and-drop canvas to build intake flows using questions, inputs, hints, and action nodes.
Deterministic Routing: Rule-based decision trees that route tickets accurately without AI credits, external LLMs, or unpredictable outputs.
JSM Field Binding: Map customer answers directly to Jira Service Management request types and custom fields upfront.
Portal Summary Modal: Reassurance view for end-users to review and edit their answers inline before submitting a ticket.
Built on Atlassian Forge: Runs entirely within your Atlassian Cloud instance to meet enterprise security and GDPR guidelines.
Localization Ready: Native UI support for English and German, with complete freedom to write flow content in any language.
Payment model: Paid via Atlassian
License type: Commercial