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

Hi,   I have put many hours into this and I believe I need to change this one last setting to get the in-built reply to customer working. Under customer experiences/customer notifications, ...

• customer-service-management

I browsed through the onboarding videos, and some features that stand out for me are the ability to fully design the welcome portal, and how quickly you can add an AI assistant. It seems to blend hel...

• customer-service-management

When configuring the CSM agent for a new customer experience, it's very easy to add articles from the connected Confluence instance. However, I'm running in a bit of a loop when trying to add exter...

• customer-service-management

We are currently evaluating the new CSM offering and I'm struggling to understand exactly how localization (translations) work with things such as ticket forms, help center articles, automated email ...

• customer-service-management

Atlassian now promotes Jira Service Management (JSM) for internal IT operations & support and Customer Service Management (CSM) for external customer service & support. Both apps have ...

• csm
• customer-service-management
• jira-service-management
• jsm

I'm trying to utilize the Ticket Template feature to clean up and better direct these CISA / Critical vulnerability tickets that are generated by PSA Ticket automation. However, I can't seem to find ...

• autotask
• customer-service-management
• integration

Our company started to investigate Customer Service Management app as it could bring more to the table in comparison to JSM in terms of sharing Knowledge Base, but it seems it has same limitation as ...

• customer-service-management

In my organisation, we use JSM as customer facing service.  We use this in tandem with an Asset schema to provide ongoing support to customer assets in the field.  Our Asset schema also t...

• asset-management
• customer-service-management

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 relate...

• cloud
• customer-service-management

For me, the strength of CSM is the ability to be able to enrich a customer and an organisation with more custom detail fields. However, when you have an overview of a customer/organisation, you can...

• customer
• customer-service-management
• organization
• search