Where is my access to Jira Customer Service Management? I have JSM Premium Cloud

[Shaun McGuire]

I keep reading that there is supposed to be something called Jira Customer Service Management included in my Jira Service Management Premium Cloud licensings, but I can't find anything in my tenant that refers to CSM. What am I missing?

[Trudy Claspill]

Hello @Shaun McGuire 

For context what are you referencing that says the features should be available in JSM Premium?

Have you reviewed the documentation related to CSM? For instance:

https://support.atlassian.com/jira-service-management-cloud/docs/what-is-customer-service-management/

And the demo available here:

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

Was you JSM site created before or after 10 October 2025? That makes a difference?

[Shaun McGuire]

I have been a JSM Customer since 2021. We have been told through emails and marketing materials that Jira Customer Service Management was rolling out and would be a part of the Service Management Bundle (?) or something like that. I have yet to see anything in my tenant for this new Customer Service app

[Trudy Claspill]

Hello @Shaun McGuire 

Have you reviewed the materials for which I provided links?

There is a Jira Service Management Collection which includes JSM, CSM, Assets, and Rovo. However if you set up your JSM site before 10 October 2025 then the features that are part of CSM remain in your JSM app as per the documentation I referenced in my first reply:

I can't speak to the information in the emails without seeing a copy of the emails.

I don't think that existing clients of JSM were going to have the Service Management Collection rolled out to them automatically, so you would not see the CSM app automatically added to your site.