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.

[Trudy Claspill]

Hello @Shaun McGuire 

Did you information I provided adequately address your question?

If so please consider clicking the Accept Answer button above my response. That will mark your Question as Solved.

[Shaun McGuire]

No, I"m sorry but your answer did NOT address my concern at all. You stated: 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.

I have no idea why you would make a statement that seems to contradict several emails and other documentation from Atlassian, including the results of a chat I had with Atlassian support, which indicated that, yes, the rollout of the Service Collection did start in February and that "sometime" I will see it in my tenant. They claimed there was no way to expedite that rollout nor could they tell me when it would occur for my tenant. But they certainly did NOT say I would never receive it, simply because I was a JSM customer before a certain date. I also find it not likely that I will never receive the app because I "missed out" on some sign up for a EAP that I never heard about.

[Shaun McGuire]

The documents you referenced, one is a marketing piece (and Atlassian marketing materials are notorious for being misleading - they make statements appearing to be already true and but are simply plans for something to happen in the future. Whatever. They look good, and they gin up excitement, so I guess they do what they are designed to do. There is nothing in them that tells me what I need to know, however.

The other reference if the for the online documentation. There is this text block:

With the introduction of Service Collection in October 2025, customer service features are no longer available in Jira Service Management on new sites. Instances created before Oct 10, 2025 can still access these features within Jira Service Management.

These features have been moved to our new app, Customer Service Management – included in Service Collection for new sites created after Oct 10, 2025.

So from this it would APPEAR that anyone who setup a site (I'm assuming that means an Atlassian Cloud tenant) prior to Oct 10, 2025 would NEVER get the Customer Service Management app. I would think that would be a significant problem for Atlassian, to not get all of their customers onto the same app structure. 

Bottom line: I have no idea when I will see the Customer Service Management app, and apparently there is no way for me to ever know. It will magically appear one day I suppose.

[Trudy Claspill]

Hello @Shaun McGuire 

The statement I made is based on the publicly available documentation generated by Atlassian. If you believe their documentation is not accurate, provide that feedback to them. There is a Feedback option at the bottom of the first reference.

I did not intentionally provide information that contradicts other documents you have accessed. I am a human being, not an AI. I am sure I did not review every single document pertaining to this topic. And I clearly cannot review emails and chats that you personally have access to. If you have other references that indicate I provided the wrong information, please share them so that I can learn from them.

As I said in my previous reply I cannot speak to emails (or documented chats) you had from Atlassian. I don't have access to that material. I am not an Atlassian Team Member. I am just another user of the products. I recommend you take up the discussion of the perceived contraction with Atlassian directly through a support case.

If you have publicly available references that explicitly contradict the ones I found please share them. I am always willing to learn and expand my knowledge through verifiable resources.

As this is a user community and most members are just users of Atlassian products volunteering our time to help other users, we don't have access to Atlassian's plans or schedules for updating individual customer systems beyond what they have declared in the various public communications they have provided.