Customer Service Management

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

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• atlassian-accounts
• customer-service-management
• not%20applicable

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

I want to book a call with an agent but I’m not sure how to. Could someone help me step-by-step?

• cloud
• customer-service-management

Why do you refuse to help people. We want more than anthing for you to delete our account because it is impossible for us to do it. Please just help. Will keep writing until admin answers.

• 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

We have a user that is trying to assign a ticket. Our permission helper says the user does not have permission to assign users, but the user has all of the roles and permissions specified in our perm...

• customer-service-management

I keep seeing emails and marketing materials for the new Customer Service Management app. I can't seem to find it in my tenant, despite being a Jira Service Management customer for years. Why don't I...

• customer-service-management

I'm not able to set up any of the channels. I get this error on every one.   Hash 1BJ2Y9B Trace 208ec1d0bfe14c83ac1d563919949fe0   Anyone know how to fix this or let me know next steps...

• customer-service-management

Hello, i would like to change a member, which is manager in our Trello app. She was a previous assistent in our company and she is not working here anymore. I need to delete some of my boards. How ca...

• customer-service-management

Hi,  I'm testing the new Customer Service Management for a Compliance portal but I face face many limitations. I like the features that different portals (Customer Experiences) can be configur...

• assets
• customer-service-management
• forms

Hello,  I'm currently working on setting up a new CSM space and currently have only a few users added. I am the administrator on everything so I should have access to do whatever is needed.&nbs...

• customer-service-management
• knowledge-base

I have a form with the title "IT Support Ticket", but when I go to see the form on the site, the title shows "Contact us". I can't find where I can change this header on the form. What am I missing?

• customer-service-management
• form
• forms

I crated a Support Website channel and wrote some articles in a connected knowledge base. They are contained within a "Resource Tiles" page element. Even though access to my Support Website is set to...

• articles
• customer-service-management
• knowledge-base

I'm trying to test Jira CSM and I'm getting an error when trying to access the experience or any related page. Therefore I can't continue or delete the space This is the error I'm getting.   ...

• customer-service-management

Hi there,    I've been trying to forward items between different spaces. I have enabled the functionality in the settings, but when clicking "Forward" in the item view, I get this message...

• cloud
• customer-service-management

Support agent has created a ticket in behalf of customer and rightly set all the fields of reporter, organization and other things.  When the Cusomer "Reporter" login to Jira Customer Support...

• customer-service-management

I have created a space "Customer Service Management" Space to track all customer reported tickets and onboarded Customers, Organizarions and mapped customer to organization.  Currently Custom...

• cloud
• customer-service-management

We need the ability to update the Name field for customers, at the moment the Name field is only editable by the customer when they log into the portal.  We need to be able to update this inter...

• customer-service-management

Hi,   Under Jira Customer Service Management, is it possible to add watchers that are NOT Jira Users?   Scenario: Our customer, Acme Industry, has 3 employees that need to view some wo...

• customer-service-management

Hi, How could we reflect the current status of the Work Item. It's quite crucial for full transparency with our customers to show them that we are currently working on a ticket (work item). From t...

• customer-service-management

The customer i create they are like user in customer service management and guest in confluence. Will they have access in articles and AI agent?

• customer-service-management

When attempting to make any edits to the content of a customer notification I get an error: We couldn't save your changes Check your network connection, then try again. I have tried o...

• customer-service-management

Overnight Atlassian have informed me that they've release Customer Service Management and moved Jira Service Management under the Service Collection umbrella. A side-effect of this is that 4 users...

• customer-service-management
• not%20applicable
• subscriptions-and-billing

Hi, I want to create dynamic forms. Is this possible with the CSM app ? 

• customer-service-management