Free app
OVERALL RATINGS
INSTALLS
2
SUPPORT
- Partner Supported
TRUST SIGNALS
Key highlights of the appGive every ticket a second chance at self-service
It's not too late to self-resolve
Most knowledge tools suggest articles before a customer commits to a ticket, so they get skipped. Second Chance surfaces relevant articles when users are finally ready to look for a faster answer.
Understand your coverage & knowledge opportunities
Run "Analyse recent requests" on any project to understand: how many tickets already had a strong match, and which request types have the thinnest knowledge. Turn deflection data into a documentation roadmap.
Suggested articles in the agent view
Open a Jira Service Management issue and Second Chance shows the top matching knowledge articles for that request, scored and ranked, each with the reason it matched. One click opens the article or copies the link.
More details
Second Chance surfaces relevant knowledge base articles in the customer portal the moment after a request is submitted, when users are finally open to a faster route to resolution.
It reads your Jira Service Management knowledge base directly, so there's nothing extra to install, and it never changes your ticket states. Your team keeps full ownership of the lifecycle.
Built on Atlassian Forge: permission-aware, read-only, with no data leaving Atlassian and no external AI services. Your knowledge and ticket data stay inside your instance.
Run "Analyse recent requests" on any project for an honest read on coverage: how many tickets already had a strong match, and which request types are thinnest.
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 policySecurity program
This app is not part of the Marketplace Bug Bounty program.
Integration permissions
Second Chance integrates with your Atlassian app
Version information
Version 2.2.0•for Jira Cloud
- Release date
- Jun 3rd 2026
- Summary
- Second Chance for Jira Service Management - Public release
- Details
Second Chance for Jira Service Management surfaces relevant knowledge to customers in the portal, the moment after a request is submitted.
- Post-submission knowledge suggestions in the customer portal, ranked by confidence
- Suggested-articles panel in the agent view, with match reasons and one-click open or copy link
- "Analyse recent requests" coverage analysis: strong-match rate and thinnest request types per project
- Reads your JSM knowledge base directly, nothing extra to install
- Built on Forge: permission-aware, read-only, no data leaves Atlassian, no external AI
- Payment model
- Free
- License type
- Commercial - no charge