can I use agent widget in my app or website, using logged in user information?

[김주현]

It seems that currently CSM agent widget only works in jira customer portal website.

But it is isolated, doesn't have enough context of my service, like logged in user info,  and related metadata. 

If I understood it correctly, to resolve this...

Let users access to the portal, let them input their email, and use CSM REST API to retrieve their organization or related info and put it in CSM db(Customer -> organization).

And after they logged in to 'CMS support portal', if user uses agent widget, the agent uses it's Action feature, use my service API to retrieve other relevant informations like order, reservation status, remaining credit, something like that.

is it right?

is this the only way to match my service user information with CSM customer information?

[Felipe Justino]

Hi, @김주현 

From what I understand, yes. the CSM agent widget still operates in isolation within the customer portal and doesn’t automatically load the user context or any metadata from your service. To bridge that gap, the approach you described is exactly what makes sense today:

• The user accesses and authenticates in the portal -> you use their email or another identifier to query your own API/service.

• Using the CSM API or importing via CSV, you associate or update information in the Customer -> Organization model.

• When the user opens the widget, Actions can call your service’s API and retrieve the additional details you want to surface, such as order status, reservations, credits, and more.

At the moment, this remains the most reliable way to link your service’s user data with the customer context inside CSM.

References:
https://support.atlassian.com/customer-service-management/docs/create-customer-profiles/
https://support.atlassian.com/customer-service-management/docs/get-customer-context-on-work-items/

Felipe Justino