🔎 What is the Customer Service Management app?

[#1]

In the coming weeks, we’re excited to introduce more of the app and highlight the key steps to help anyone new get set up smoothly!

You may be one of the 10,000+ customers already using Jira Service Management for customer service. However, Jira Service Management was built with the ITSM use case, not customer service, in mind.

Now, you can use the new Customer Service Management app, packed with functionality purpose-built for your external customer support needs. Allow us to reintroduce how you can deliver exceptional customer experiences.

With the Customer Service Management app, you can:

• Deliver consistently great service across channels. Meet your customers wherever they are, whether it’s email, chat, web, or phone. With our new integration with Amazon Connect, customer service teams can now direct and route calls in the same workspace as other service channels, with full context in every interaction.

• Team up with AI. The Rovo customer service agent responds immediately, understands every request, suggests solutions, and speeds up resolutions. For complex issues, Rovo seamlessly transitions to human agents.

• Give your teams access to rich customer context. With the power of Atlassian’s Teamwork Graph, Rovo and support agents have access to data from across your business, like who your customer is, what services are relevant to them, and more. And no long setup or pricey consultants are required, so Rovo and support agents can provide faster, more personalized support from day one.

• Unite customer support, dev, ops, and product around the customer. Bring all your teams on one platform to break team siloes and deliver end-to-end customer support.

Have you tried the Customer Service Management app yet? Tell us what you think in the comments and check back next week to see how your team can create support experiences fit to cover all your different potential customer groups. 

[Dwight Holman]

Great to see you're trying to make something better for external customer support than JSM.

I started exploring CSM this week. Unfortunately CSM shares the same limitations that have stopped us using JSM:

1. Does not allow open email submission with closed Portal+KB.
2. No access permission for KB content - customers can see everything or nothing. We really want a way to assign content tags/lables/groups to organizations, that determine what pages they see.

Do you guys have any intention of doing these?

[Dorothea Linneweber]

Hi @Dwight Holman Great to hear you are interested in CSM! We'd love to chat to you and dive into your use case around supporting cohorts with different access restrictions. If you're open for a chat, please email me and we can coordinate a suitable time: dlinneweber@atlassian.com 

[E_B_]

We have been testing JSM for a B2C technical support setup, and when we heard about CSM we were excited. We assumed it would include many of the essentials we were building from scratch and continue to grow in the customer service direction.

 When we explored CSM, though, some features we rely on in JSM seemed missing, and we were not sure if this was by design or if we were approaching it incorrectly.

 We tried asking the Atlassian team at Microsoft Ignite in San Francisco, last week. In a funny twist, the person at the booth knew very little about either product rushed off to a meeting, in the middle of our conversation :-) so we left with the same open questions.

 One of those questions is about portal organization. In JSM, being able to group multiple forms into categories with icons and descriptions really helps reduce cognitive load for end users. CSM seems to use a much flatter structure, a single dropdown with titles.

So our question is:

Is richer form grouping or category-based portal organization planned for CSM, or should teams with larger intake models stick with JSM for now?

Any clarification from the Atlassian team would be greatly appreciated.

[Dave Rosenlund _Trundl_]

He, @E_B_ .  With respect to the Atlassian team, I'm with you.  Details about CSM are hard to uncover. Finding the people who know those details? Near impossible.

So, score!  @Dorothea Linneweber  (a Sr. Product Manger, presumably for CSM) is offering to chat with customers who want to make CSM work for their environment. 

Yay, Dorothea!  Speaking for myself, I'd love to have you speak at a future ITSM/ESM Masters Atlassian Community Events meetup.

And you may want to join our chapter, too. You as well, E.B.

Our meetings are virtual and offered in 3 different time zones.

-dave