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

[#1]

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.

Update — September 1, 2026 Starting December 3,2026, Customer Service Management's AI agent uses usage-based pricing. AI agent resolutions are now billed at $1 per resolved customer inquiry — you only pay when the AI fully resolves an issue without human intervention. Testing, evaluations, and failed escalations are not billed. This pricing goes into effect on December 3, 2026.

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? CSM is part of your Service Collection bundle and doesn't add any charges to your seat pricing. However, starting December 3, 2026, the CSM AI agent uses usage-based pricing — AI agent resolutions are billed at $1 per successfully resolved customer inquiry. If you're not using the AI agent, nothing changes. 

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.

Does the Customer Service AI agent cost extra? Starting December 3, 2026, yes — the Customer Service AI agent now uses usage-based pricing called AI agent resolutions.

Here's how it works:

• $1 per AI agent resolution — billed only when the AI fully resolves a customer inquiry without human intervention
• $0 for failed attempts, handoffs to human agents, or testing/evaluations
• No included allowance — billing starts at the first resolution
• Billing begins on December 3, 2026.

This is separate from your Service Collection seat pricing, which remains unchanged.
Want to estimate your costs? Use this formula: monthly ticket volume × AI resolution rate × $1 = estimated monthly spend.

For prepaid options and volume discounts, reach out to your account team. For full details, visit our pricing page.

Want to learn more about what CSM can do?

• Customer Service Management
• CSM Getting Started Guide
• Service Collection Pricing

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

[Yatish Madhav]

Thanks @Danica Benson - this is an insightful article.

Please help me clarfiy some things? We are on JSM Premium and have about 160 licenses. How does Service Collection change that from a pricing, features and licensing perspective? I went to the pricing page and it seems that we would pay the same for the same user tier for JSM and for Service Collection. Do we need to activate it?

Also, would the pricing change and would we be offered possible discounts if we go through Atlassian Partners?

Thanks
Yatish

[Danica Benson]

Hi @Yatish Madhav — great questions! Let me break it down:

Pricing: You're right — the per-user pricing for Service Collection matches what you're currently paying for JSM Premium. So for your 160 licenses, you shouldn't see a price increase. Service Collection essentially adds CSM and Assets to what you already have at the same tier pricing, along with built-in AI capabilities for service.

Licensing: Your 160 JSM licenses become 160 Service Collection licenses. Each user gets access to JSM + CSM + Assets — it's one license that covers everything.

Activation: Most JSM customers are being transitioned to Service Collection automatically during their renewal window. If you're not sure whether your account has been uplifted yet, you can check your admin console under Billing → Manage subscriptions to see your current plan. If you're already on Service Collection, CSM will be available right away — you'll have to set CSM up (create spaces, customer experiences, configure your support site, etc.), but you don't have to 'activate' anything to make it accessible or visible. 

If your account hasn't been transitioned yet or you run into any issues, I'd recommend reaching out to Atlassian Support — they can walk you through your specific account setup and make sure everything transitions smoothly.

Partner pricing & discounts: For questions about discounts or pricing through an Atlassian Partner, I'd recommend reaching out directly to your partner or to our sales team — they can give you a personalized breakdown based on your specific agreement and user count.

Let us know if you have anymore questions!

[Yatish Madhav]

Great! Thanks @Danica Benson - that is very helpful! I will be sure to reach out to our sales team