CSM + Service Collection: What You Need to Know About Pricing and Packaging

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Hey everyone 👋

We've seen a few questions come up in the community about how Customer Service Management (CSM) works with Service Collection, so I wanted to share a quick rundown to clear things up.

What is CSM? Customer Service Management is an app within Service Collection that's purpose-built for external customer service — helping your support team manage customer requests, deploy AI agents, and deliver great service experiences. It's separate from Jira Service Management (JSM), which is designed for internal IT and employee service.

Is CSM included in my plan? If you're on a Service Collection plan (Standard or Premium), yes — CSM is included at no additional cost. You already have access to it.

I don't need CSM. Am I being charged for it? No. CSM is part of your Service Collection bundle, but it doesn't add any separate charges. You only pay for your Service Collection users. Think of CSM as a capability that's available whenever you need it — no pressure to use it right away.

I only need CSM for a couple of support agents. What does that cost? CSM access comes with each Service Collection user license. So if you need 2 support agents using CSM, you need 2 Service Collection users. Those same users also get full access to JSM — it's one license that covers both. You can see the per-user pricing on the Service Collection pricing page.

How do I upgrade to get CSM? If you're currently on JSM standalone (Standard or Premium), you can upgrade to Service Collection from your Atlassian admin console under Billing → Manage subscriptions. If you want to understand exactly how your pricing will change before you upgrade, check the pricing page or reach out to our sales team for a personalized breakdown.

I see CSM in my instance but I didn't install it — what's going on? If you're on Service Collection, CSM is automatically available. You don't need to set it up or configure it unless you're ready. It won't affect your existing JSM workflows or pricing.

Want to learn more about what CSM can do?

• Customer Service Management
• CSM Product Guide
• Service Collection Pricing

Hope this helps! Drop any questions in the comments below and I'll do my best to answer them. 🙌