Can I use CSM for internal customers?

[David Yu]

I browsed through the onboarding videos, and some features that stand out for me are the ability to fully design the welcome portal, and how quickly you can add an AI assistant. It seems to blend help articles with the portal really well, which is useful in topics like HR.

What gives me hesitation to proceed forward is there seems to be heavy emphasis that this app is for helping external customers. Would it be a mistake for me to create a CSM space for internal users? 

[Nikola Perisic]

Hello @David Yu 

Atlassian is correct when they have mentioned that this is for the external customers. For regular JSM projects, you would have the option of Customers where you would grant access for your internal customers. This doesn't exist in CSM project. Even though there is Service Desk Customer role that you can assign to the user, it doesn't grant them any access, because CSM use help centers instead of portals.

[David Yu]

Couldn't I just add all my internal customers as an org and grant them "customer" level access?

[Ajay _view26_]

Hi David,

CSM is built on top of the newer frameworks like Rovo and Team work graph.. Below are the key difference between the Apps.. however features such as virtual agent, branded portal makes more sense for external audience.

Cheers

Ajay

Topic	JSM	CSM
Main focus	More focused on internal support (IT, HR, Facilities)	External end-customer support
Channels	Service portal and email	Branded portal, web chat..
AI and automation	Basic suggestions and automations	Rovo virtual agent, contextual AI
Customer context	Internal service data	Teamwork Graph with customer–product–service relationship
Integration with development/product	Limited to Jira work items	Direct feedback and escalation flow with dev and product
Agent experience	Traditional queue-based view	Smart panel with data, history, and SLA in context

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