Is it possible to embed CSM forms into external websites?

[Jye Barber]

We are in the process of setting up a new Jira instance with JSM and CSM.
We have created a space for using CSM, for customer facing, where we have a couple of forms so far.

We have done some digging and we are only able to expose the chatbot/AI for embedding into an external website (Our website contact us page/a few other pages).
Is it possible to externally embed CSM forms or do you need to you either the built in support portal/chatbot?

We need this to be as user friendly as possible so redirecting to other platforms would not be ideal and the chatbot does not work for our requirements.

[_div_ · Accepted solution]

Hi @Jye Barber

Absolutely understand your usecase and ask. Unfortunately, we don't yet support embedding forms in external websites but we have a public feature request that you can vote on and follow: https://jira.atlassian.com/browse/CSM-26 

Thanks
Divya - Engineering Manager on CSM 

[Olha Yevdokymova_SaaSJet]

Hi @Jye Barber 

As Divya mentioned, native CSM forms currently can’t be embedded directly into an external website.

If keeping the whole experience inside your website is important, another approach you might consider is Smart Forms for Jira, developed by my team.

Smart Forms can be shared externally and embedded directly into a website using an iframe, so the customer can complete the form from your Contact Us or support page without being redirected to Jira or needing a Jira account.

You can then configure the submission to:

• create a Jira/JSM work item automatically;
• map individual form responses to Jira fields;
• collect attachments;
• use conditional logic and validation so customers only see the questions relevant to their request;
• show a custom confirmation message after submission with ticket number.

The same form can also be embedded in Confluence or shared as a standalone public link, so you don’t need to maintain completely separate intake experiences for each channel.

So the flow can remain:

Your website → embedded form → Jira/JSM work item created with structured data

rather than:

Your website → redirect to another portal → submit request

This is particularly useful when the chatbot doesn’t fit the type of structured information you need to collect.