New to the Customer Service Management app? 🌟➡️ Start here! 🌟⬅️

[#1]

Hello everyone!

Welcome to the Customer Service Management app on Atlassian Community! We're so glad you're here.

The Customer Service Management app is Atlassian’s purpose-built customer service solution to help you deliver faster, smarter, personalized external support (available as part of the Atlassian Service Collection). If you’re just getting started, this is a great place to find resources and learn alongside your peers.

🚀 Onboarding 101

Once you’re in the Customer Service Management app, you’ll be able to follow the in-product prompts and see a “Get Started” page to simplify your set up.

⛰️ Where to start

Here’s a few resources we recommend checking out so you can get an overview of the Customer Service Management app and how it helps you reimagine your customer service.

Hot topics	Resources
Datasheet	Get to know Atlassian’s Customer Service Management app with a comprehensive overview. Download datasheet.
Support Documentation	Learn how to set up your team workspace, your support channels, create customer profiles to store important context, build your customer service AI agent, and more. Read documentation.
Demo	Get a quick walkthrough of key features that can help you deliver faster, smarter, and more personalized customer support. Watch demo.
Sign up	Explore more about the Customer Service Management app and sign up. View page.

Many of the people you meet here will be in similar phases of their Customer Service Management app discovery journey. So, go ahead and please introduce yourself below. Make a friend. Build a lifeline.

And don’t forget, we’re here for you too! We want to make sure you have everything you need, whether you’re still exploring the Customer Service Management app or getting up and running and looking to meet your organization’s needs as quickly as possible. Excited to have you on this journey with us!

[Sandra Arday]

After watching the demo it seems CSM is more like JSM. Are they similar in functionality or CSM is replacing JSM

[Frank Montero]

Now that you are forcing CSM on us JSM customers, once you bundle all on Service Collection and enable it in our environment, can we just disable it from our side?
I do not plan paying extra for CSM solutions if we never asked for the tool in the beginning.

[Nicole Pitaro]

Hey @Sandra Arday – Good question! While the Customer Service Management (CSM) app does have a similar UI that’s familiar to existing Jira and Jira Service Management (JSM) users, CSM is a separate app designed specifically for external customer service. Both CSM and JSM are part of Service Collection and have distinct purposes.

JSM is built for IT Service Management (ITSM) and Enterprise Service Management (ESM) use cases. Its focus is on delivering internal employee support and ITIL-aligned practices around change, incident, and asset/configuration management.

Customer Service Management is specially designed for external support to customers, and includes unique dedicated features for customer support use cases, including:

• Enhanced customer context and history

• Multi-channel CS AI conversational agent

• Custom branding

Following the launch of the dedicated Customer Service Management app, we will turn off the CSM template in JSM to reduce confusion as to which solution should be used for external support. This will not impact any existing workflows in JSM.

[Nicole Pitaro]

Hey @Frank Montero – Thanks for your question! We understand there may be parts of Service Collection your organization does not have use for at this time. Pricing for Service Collection remains per agent – you only purchase access for those who need it, and are not paying extra for unused apps. So for example if you have 50 IT support agents who need access to Jira Service Management, you’re buying 50 seats of Service Collection (the same price as you would pay for JSM). Those same 50 agents also have access to CSM at no extra cost, but do not have to access or use that app if not needed. There is no risk of overbuying – you can always come back and add more seats as use cases expand to other teams (HR, CSM, etc.).

[Alexandre Couto]

Hi, can you help me activate it on my instance right now? I'm on a migration project and can't wait until February.

[Dirk Lachowski]

@Eugene Pak Is there a timeline for when it’s avail for existing JSM customers? We’re currently using JSM for customer support and have started to migrate to Intercom because JSM is ok for customer support - but also just ok. So, before we move on: when could we expect CSM to be avail? Or can we just migrate to the Service Collection and are all set?

[Eugene Pak]

Hi @Dirk Lachowski , thank you for your question! Once you migrate to Service Collection, you will be able to access the Customer Service Management app. More information on how to transition is available here. Please let me know if you have any other questions and thank you! 

[Stanislav Ivanov]

Hi Team,

I've been trying out extensively the app and it configuration options for the last couple of days and I do see the benefit and the use case as described by @Nicole Pitaro 

While the main goal of the CSM app, if I understand correctly is to ideally not get tickets at all, once you connect the right KB material to the AI Agent (which does really good job IMO), I do miss one functionality, but perhaps you'd be able to give me idea how to overcome it - conditional forms from the standard JSM. At the end of the day if the AI agent is unable to help the customer, we'd like to still gather as detailed information as possible, which is done at the moment with the forms in typical JSM project... 

What is your suggestion - guided handoff to the correct JSM portal? 

OR

Any way to achieve same via "Guidance" for our CSA? or other alternatives?

Last question - do I understand right that the "Forward" to Inbox feature is only for Software (Jira) projects, I don't see a way to configure this for JSM project, which would be worthwhile for my customer use-case...

Thanks, Stanislav