Customer Service Management

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...

• Article
• csm
• 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...

• Question
• 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...

• Question
• customer-service-management

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...

• Question
• 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 ...

• Question
• 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...

• Question
• 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...

• Question
• 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: -----------------------------------------...

• Question
• 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...

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

how to create API token for JSM cloud

• Question
• customer-service-management

...mprove customer interactions, this session is for you! Join us to learn: How AI can act as a true teammate to your support staff—taking on repetitive tasks, surfacing context, and freeing humans t...

• Article
• 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. 

• Question
• 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...

• Question
• 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...

• Question
• 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...

• Question
• 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 ...

• Question
• 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...

• Question
• 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...

• Question
• 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...

• Question
• 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...

• Question
• 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...

• Question
• 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?

• Question
• 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...

• Question
• 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.   ...

• Question
• 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...

• Question
• 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...

• Question
• customer-service-management