The situation
Support for TermoSense runs through a service desk on Jira Service Management. In 2026 Joakim was already building the platform with an AI coding agent, reviewing its work.
What Joakim did
- Set up the service desk so an AI agent under its own account investigates new tickets every hour.
- Gave it read-only access to production; it leaves a root cause and a draft reply for approval by Joakim.
- Linked each fix to the support ticket behind it, from branch, test, tag and go-live to the customer reply.
What came of it
Every reply to a customer is approved by Joakim first.