Pronto AI Jira

Bridging the gap between non-technical workers and digital ticketing Pronto AI Jira turns any phone call from factory floors, warehouses, or field stations into structured Jira tickets

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Inspiration

I worked for over 10 years as a field technician on heavy construction machines in Italy. Every single day I experienced the same frustration:

  • A machine breaks down → I call the repair office from the nearest fixed phone
  • End of shift → I call again to report production
  • When I'm sick → I call the secretary

90% of the time that information was never tracked. Parts arrived late, production numbers were wrong, absences were not properly justified.

The problem was never the workers it was the tool.

There is, however, one device every worker has used for decades and knows perfectly: the telephone.

That's when the idea hit me: stop forcing workers to learn Jira teach Jira to understand workers.

What it does

Pronto AI Jira turns any ordinary phone call into perfectly structured Jira Service Management tickets in seconds.

The worker simply dials the number configured in JSM, speaks naturally, and hangs up.

Example call:

"Pronto, hydraulic leak on the telehandler, job site Milan, urgent. I'm sick tomorrow."

→ The app automatically creates the correct ticket (maintenance, spare parts, absence, production report, etc.) with the right project, request type, summary, and description.

3–5 seconds after hanging up, the worker receives a confirmation SMS:

✅ Your request has been received!
• Absence request HR-884 created
We'll take care of it. Thank you!

No more "Did they get it?" stress the worker instantly knows everything is tracked.

How we built it

100% on the Atlassian platform:

Technology Purpose
Atlassian Forge Fully serverless runtime
Forge UI Kit Native admin interface
jira:issueActivity for call metadata
Forge Webtrigger webhook
Forge Queue long processing
Forge Storage (KVS)
Jira Service Management REST API Ticket creation
Twilio Telephony + instant SMS confirmation
OpenAI Whisper + GPT 4o Will be replaced later with Forge LLMs API

Everything runs inside Atlassian’s cloud. Zero servers to manage today and fully ready to switch to Forge LLMs when the API is released.

Challenges we ran into

  • The 25-second synchronous limit → Solved with Forge Queue for async processing -Twilio webhooks → Solved by using a Forge Webtrigger

Accomplishments that we're proud of

  • Built a fully serverless AI-powered telephony system entirely on Atlassian Forge
  • AI-powered request type selection
  • Demonstrated how AI can make Jira dramatically more accessible to non-technical teams
  • Long processing
  • Call recording attachment Audio file automatically attached to the ticket for reference
  • Instant feedback loop SMS confirmation closes the anxiety gap for workers

What we learned

Workers don't resist digital transformation they resist tools that ignore how they actually work.

Pronto AI Jira is the bridge that finally brings Jira to the 95% of industrial workers who have never used it — and gives them immediate peace of mind with a simple confirmation message.

What's next for Pronto AI Jira

  • Outbound calls — Enable the system to call workers back with ticket updates using text-to-speech
  • Rovo Agent integration — Connect with Rovo for smarter routing, triage, and automated responses
  • Telephony provider abstraction — Support additional providers like Telnyx and Vonage alongside Twilio
  • Analytics dashboard — Visualize call volume, common request types, processing time, and ticket outcomes
  • Improved admin experience — More intuitive configuration options and clearer UI for non-technical managers
  • Expanded field support — Dynamically capture additional structured fields during call processing based on user-defined configuration
  • Offline SMS fallback — Allow ticket creation via SMS when calling is not possible
  • Caller ID intelligence — Automatically identify the worker and pre-fill requester information

One phone call → perfect ticket → SMS confirmation.

No computer required.

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Updates

posted an update —

Real-world use case

Mario Rossi – owner of Mario Tractors owner

Mario already knows how powerful Jira is.
He’s been hearing about it for years and would love to use it to run his whole business.

In the office:
4 admin staff use Jira every day → perfect.

In the workshop:
15 mechanics, 45–65 years old
→ no computers
→ smartphones forbidden
→ for 30 years everything goes through the old wall phone

Result: Mario’s powerful Jira stays empty.
90 % of workshop requests, breakdowns, spare parts and absences never get tracked.

With Pronto AI Jira everything changes overnight:

→ Office keeps using Jira normally
→ Mechanics keep calling like they’ve always done
→ Every call becomes a perfect ticket automatically
→ Mechanic gets instant SMS confirmation: “Ticket DOOM-221 created – thank you!”

Now Mario finally has one single, powerful Jira that sees everything happening in the company — without forcing anyone to learn a new tool.

The tool adapts to the people — not the other way around.

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