Customer Service Management

As organizations become increasingly dependent on third-party vendors, managing vendor risk has become more complex than ever. We're interested in understanding the challenges that security, complia...

• customer-service-management

Hello Tried unsuccessfully a few years back to get CSM to work for our requirements.   Hoping this time to get it to work. I like the Customer Experience/Space functions - this I think...

• customer-service-management

I am migrating all our customer documentation to this new CSM support website/portal. So far, things are going well, I can expose articles from a Confluence knowledge base. I am however having issues...

• confluence-cloud
• customer-service-management

Total newbie here, bear with me. I have some questions about plans: 1. According to the pricing page the free service collection plan gives you 3 (human) agents. The Standard plan is $25 per ag...

• agent
• ai
• customer-service-management
• free
• plans
• +2 more tags...

What type of licenses are included in the CSM roll out?

• customer-service-management
• licensing

Hi All,  we are just days away from moving our JSM project to CSM  and consolidating our "support" in one place. The website "functionality" looks ok, but one feature I'm missing, is for ...

• customer-service-management

When my customers are submitted forms using our support portal (created using Jira's customer experiences channel -> support website & form), we are getting a "Failed to load" error on all the...

• customer-service-management

I'm studying CSM and I'm facing numerous difficulties in developing the Support Portal. The forms I create seem to only be displayed in the "Contact Us" command, and they always show the content o...

• customer-service-management

Hello please help me in deactivate thus profile and close my account.  I habe download in an error. When i try to delete it it gives ne an below error. I need help ASAP.

• customer-service-management

Hi Atlassian Community, I'm writing to report what appears to be a bug in the Customer Service Management (CSM) space sidebar. Product: Jira + Customer Service Management (CSM) Environment: Cloud ...

• bug
• customer-service-management
• ui

We are a law firm with the CSM chat widget deposited on our site page, and as you know, it is "grounded", meaning it is configured to only rely on material in our knowledge base. Even still, sometime...

• customer-service-management

Problem: Configured JIRA Customer Service Management AI Agent. The knowledge base is correctly set up for both JCSM and the support agent. When testing the agent. it is running the response correctly...

• cloud
• customer-service-management

Hello, I have two apps installed on our domain JIRA Cloud: Jira Service Management (1 user) Customer Service Management (1 user) - which is not needed Currently, we have a Free plan, but I want...

• customer-service-management
• atlassian-account
• licence

What is the expected behavior in Customer Service Management when someone without a portal-only account submits a ticket through email to <my space key>@<my domain name>.atlassian.ne...

• cloud
• customer-service-management
• new-to-jsm

Hello, We're a CSM customer planning to embed the AI chat widget into our authenticated SaaS application (an Angular 21 SPA). Our app already has a Help button in the navigation, and we'd prefer to ...

• customer-service-management

I was looking for it for about 2h and still didn't find it. The documentation said it was located in Space settings, specifically under "Request management" --> "Request types". The problem i...

• customer-service-management

Users are getting an error "No access" when they are trying to submit their ticket using the portal, although they are added as guest users https://righthandai.atlassian.net/servicedesk/customer/por...

• customer-service-management

Hi, I’m trying to set up a customer service space with Customer Service Management however there are a number of pages I cannot access. Some examples are: -----------------------------------------...

• customer-service-management

when I try to ADD a new Customer Service Management space, as promoted by Jira, I am able to create a new space while following the template. The second step: add a customer experience I get "We coul...

• cloud
• customer-service-management
• jira-service-management
• jira-service-management-cloud

how to create API token for JSM cloud

• customer-service-management

We are still learning Jira for IT Helpdesk development. Our Free licence expired. Please extend for few more days. Need to learn more. 

• customer-service-management

How can I embed a Customer Experience agent in my own organisation's website. I don't see instructions under publishing the agent. I see reference in other documentation on agents to "installing" the...

• customer-service-management
• cloud
• embed
• jira-service-management
• jira-service-management-cloud
• +1 more tag...

Hi,   We're facing an interesting issue where recently, a lot of customers using the Portal to check their open Tickets are facing the following message:   The only workaround is to...

• customer-service-management

Is it possible to use Assets fields directly in CSM Forms for external customers to select a location? If so, is the selected Asset value easily accessible in automation rules and issue fields (for...

• customer-service-management

Did I read correctly that you cannot raise a request on behalf of a customer and have it show under their requests? Documentation says you have to use one of the external channels to see it under My ...

• cloud
• customer-service-management