Jira Service Management vs Customer Service Management

[Kevin Gérard]

Hi fellow Atlassians

via the Admin sections i'm encountering often 'Customer Service Management' as part of the Service collection. (which we've been moved to a brief while ago) 

We've been a loyal JSM Premium user for quite an amount of time, but i'm confused what this new product does. 
I've created a test project to see what it is, but it looks just the same like a regular JSM project. 

Can someone explain to me what CSM is, how it compares to JSM and what the long term goal of Atlassian is here? 


I suspect CSM is a new version of JSM, but should we expect it to eventually replace it? 
am i to concider migrating projects in due time? 

[Marc -Devoteam-]

Hi @Kevin Gérard 

You can look at this article, https://community.atlassian.com/forums/JSM-News-Discussions-articles/Introducing-Atlassian-Service-Collection/ba-p/3125419 

I personally don't agree that JSM is only for internal as Atlassian positions this as a CSM space is way more limited in options, also for customers and organizations in my opinion.

I see it as a choice to make what you want to use as a space type. I do think most companies how have ben using JSM form many years won't switch to CSM as it lacks functionality, again in my opinion.

This is also a good page to check out

[Fazila Ashraf]

Hi @Kevin Gérard 

By my understanding, Jira Service Management (JSM) is built for internal teams (IT, operations, and employees) to handle incidents, service requests, assets, and operational workflows.

Customer Service Management (CSM) is built for external customers post-sale, offering dedicated tools like customer profiles, interaction history, omnichannel support, and AI agents.

I see that Atlassian recommends moving external customer support from JSM to CSM for a better customer-focused toolkit. Basically the same framework but different features to support customer facing vs internal use cases.