Refined Advanced vs JSM native

[Jared Grywacheski]

Looking for a comprehensive list of features that Refined Advanced offers over current JSM native portals. Tough to find this information anywhere that compares the two. 

We're currently using Refined Standard, but will need to move to Refined Advanced at some point. But with Atlassian offering more features and customization of the native portals I would just like to get a better understanding of what Refined Advanced offers in comparison. 

[Marc -Devoteam-]

Hi @Jared Grywacheski 

Refined is a 3rd party solution, that provides theming on JSM portals.

This is the main function of the app.

There is no one on one comparison of the app, this will be something you need to find out.

Main question for me in reltaion to 3rd party integrations is; "What type of functionality do you require now that JSM doesn't offer ootb?"

Or you could reach out to the support portal of Refined, of course they will be a bit biased on their app in relation to JSM ootb.

[Jared Grywacheski]

@Marc -Devoteam- Thanks for the quick reply. 

That's the problem, if I reach out to Refined they'll be biased, and I assume if I reach out to Atlassian they'll tell me to go speak to Refined. 

Right now it's being able to customize the portal/help center, congregate all our servicedesks, and have the ability to use custom URLS. 

I believe these are all things the native JSM offers or is planning on offering? 

[Marc -Devoteam-]

Hi @Jared Grywacheski 

If oyu are on a premium plan, you can use multiple help centers, see; https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/ 

You can't use a full custom url, but you can use url slugs, that differentiate what help center to access.

[Jared Grywacheski]

Thanks, are you aware of anywhere I can view a one to one comparison table of features offered by both? 

[Marc -Devoteam-]

Hi @Jared Grywacheski 

Not that I'm aware of someone has had to made this.

I would expect this from Refined to promote their app, certainly Atlassian will not provide this as this would not be their intrest.

[John Funk]

Hi Jared,

I haven't seen the actual implementation yet, but I have seen demos of the new Customer Service Management product providing more formatting option akin to Refined versus the limited OOTB JSM Help Center formatting. 

[Jared Grywacheski]

Thanks @John Funk , is the new Customer Service Management product a feature that hasn't gone live yet? Will it be a paid upgrade?

[Trudy Claspill]

It is available only as part of the Service Collection according to the FAQs on this page.

https://www.atlassian.com/software/customer-service-management

[Dave Rosenlund _Trundl_]

And, for now at least, Atlassian CSM is free (i.e., the Atlassian Service collection is free) to all existing Jira Service Management customers. It should show up in your instance any time now. 

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Also, for what it's worth, I feel you should have a conversation with Refined. Yes.  They will be biased, of course. But as long as you know that, you can still learn a lot by talking to them.

Also, you should do that to learn about their product roadmap. As you point out, Jira Service Management, and the Atlassian Service Collection are moving targets. But the Atlassian Marketplace apps are too, and the marketplace vendors endeavor to always stay some steps ahead of Atlassian.  They would not stay in business very long if they did not 😉