🚀 Team '26: Service Collection Announcements Roundup

[Teresa Fok]

Hello Atlassian Community!

Team ’26 has wrapped up after an exciting few days in Anaheim, and we’re thrilled to share some of the biggest announcements we made for service management teams. Whether you joined us in person or tuned in online, this year’s updates are all about reimagining intelligent service for the AI era — making support more proactive, more connected, and more powerful across employee support, operations, and customer service.

Let’s start with the headline: at Team ’26, we doubled down on our vision for Service Collection. More than a bundle, Service Collection is Atlassian’s service fabric for the AI era. It’s a unified suite of apps and agents designed to help teams deliver exceptional support experiences for both customers and employees, while keeping critical services running smoothly.

Service Collection includes:

• Jira Service Management: The core service management offering that brings together Dev, IT, and business teams to improve employee support and service resilience.

• Customer Service Management (CSM): Our app for external customer support, purpose-built for AI-first, omnichannel service.

• Assets: A flexible, powerful system of record for tracking assets, services, hardware, and dependencies across teams.

• Rovo: A family of AI agents and skills that help automate, triage, investigate, and resolve service and operations work.

Learn more about Service Collection

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What’s new in Customer Service Management (CSM)

Our Customer Service Management app continues to evolve for modern support teams. We’re expanding AI-first omnichannel support across more channels, including WhatsApp, SMS, and voice, while making it easier to hand conversations to live agents when needed. We also introduced Optimize (coming soon), which helps teams identify knowledge gaps and turn successful human resolutions into knowledge base content automatically.

Key customer service highlights include:

• AI-first omnichannel support across digital and messaging channels, such as WhatsApp, SMS, and native voice (Coming soon)

• Live chat handoff to human agents (Coming soon)

• Voice support for AI agents and human escalation (Coming soon)

• Optimize to continuously improve your AI agent — from self-improving processes to proactively spotting emerging issues before customers file a ticket. Initially, Optimize is starting with knowledge: Optimize identifies knowledge gaps and updates and generates articles from human-resolved conversations (Coming soon)

Learn more about Customer Service Management 

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What’s new in Jira Service Management (JSM)

Jira Service Management also introduced major updates for employee support. Rovo Service is now available, giving organizations an AI teammate that understands employee context, trusted knowledge, past requests, and company policies to help resolve complex support needs faster. We also previewed Solution Composer, which will allow teams to build service desks conversationally.

AI-powered employee support innovations include include:

• Rovo Service uses AI and the Teamwork Graph to resolve employee requests faster and streamline HR onboarding (Available Now)

• Solution Composer lets admins describe what they need conversationally, and Rovo builds a fully operational service desk automatically. (Coming soon)

For IT operations teams, Team ’26 brought a wave of new AIOps innovation. Rovo Ops is now available as Atlassian’s out-of-the-box operations agent, helping responders cut through noise, surface likely root causes, and resolve incidents faster. We also announced the upcoming Incident Command Center and Incident Prevention Center, designed to give teams real-time context, AI-generated mitigation guidance, and earlier visibility into risks before they become incidents.

We’re also expanding our ecosystem with new partnerships including Honeycomb, Lansweeper, and Coralogix, bringing telemetry, asset intelligence, and log data directly into Jira Service Management so teams can investigate and act without switching between tools.

More new ops highlights include:

• Rovo Ops for AI-driven incident response. Out-of-the-box agents summarize context, surfaces similar incidents, identifies root causes, and drafts PIRs. Rovo Ops connects with observability tools such as New Relic and Dynatrace for deeper context and visibility. (Available Now)

• Incident Command Center enables incident response teams to conduct their investigation with the most relevant real-time information and AI support.  (Coming soon)

• Incident Prevention Center proactively surfaces, assesses, and helps mitigate change risks before they turn into incidents. (Coming soon)

Learn about AI in Service Collection

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What’s new in Assets

On the Assets side, we shared exciting progress toward more intelligent and purpose-built asset management. Rovo skills for Assets are already helping teams search and query asset data more naturally, and we previewed a cleaner Data Manager experience plus new cloud-to-cloud connectivity. We also announced Hardware Asset Management (coming soon), a new experience inside Jira Service Management for tracking hardware lifecycle, warranty coverage, utilization trends, and refresh planning.

This means teams will be able to move from simply storing hardware records to taking action with AI-powered insights, such as identifying devices going out of warranty or recommending the right inventory for a request without leaving the workflow.

Asset highlights include:

• Rovo Skills for Assets enable natural-language asset queries and automation. (Available Now)

• Hardware Asset Management adds lifecycle tracking, warranty insights, and AI-powered inventory matching. (Coming soon)

• Data Manager visual refresh and cloud-to-cloud connectivity with Lansweeper are also coming soon. (Coming soon)

Learn about Assets & Configuration Management in Service Collection

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Platform enhancements for service management at scale

As service management needs continue to grow, we also announced platform updates designed to help organizations scale with confidence. Jira Service Management now supports up to 100,000 agents or users per site, making it easier for the largest enterprises to standardize on one service platform. We also shared more on Atlassian Isolated Cloud (coming soon), which will offer single-tenant environments for customers with highly sensitive workloads and stricter security requirements.

Additional scale and platform highlights include:

• Support for 100,000 agents in Jira Service Management (Available Now)

• Atlassian Isolated Cloud (Coming soon)

• Expanded compliance support including FedRAMP Moderate, C5 Type 1, and IRAP. available now C5 Type 2 is expected soon. (Coming soon)

To summarize the big theme at TEAM, Atlassian is building a more connected, AI-powered future for service management - one that brings employee service, IT operations, asset management, and customer support together on a single platform.

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Catch the highlights

Whether you were with us in Anaheim and want to relive the highlights, or you’re catching up from afar, here are a few great places to continue exploring. 

Read our blog about our vision for AI-native service

Watch the on-demand digital sessions:

• Founder Keynote: Human-AI collaboration at scale
• Solution Keynote: Shatter the service quo
• Rovo agents in action: Accelerating self-service deflection and support productivity
• From alert noise to action: How 24 Hour Fitness modernized IT Ops with Jira Service Management

We can’t wait to hear what you think about these new capabilities. Share your questions or let us know which announcements you’re most excited about in the comments below!