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New to the Customer Service Management app? šā”ļø Start here! šā¬
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Hello everyone! Welcome to the Customer Service Management app on Atlassian Community! We're so glad you're here. The Customer Service Management app is Atlassianās purpose-built customer service solution to help you deliver faster, smarter, personalized external support (available as part of the Atlassian Serviceā¦
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š¤ Onboarding Topic #2: CS AI Agent
Welcome to week #2 in the Customer Service Management app onboarding series! Today, weāre excited to introduce the Customer Service Management appās AI agent, which teams up with your support agents to deliver faster, smarter customer support. Learn how you can build AI-first customer support experiences with the AI agentā¦
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š Onboarding Topic #1: Customer Experiences
Welcome to week #1 in our onboarding series! Over the next four weeks, weāre excited to share deeper dives into key features of our new Customer Service Management app to help you get started. As a recap, the Customer Service Management app has four core pillars: * Deliver consistent, exceptional customer experiencesā¦
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š¬ Live Chat in Customer Service Management (CSM) ā Now in Open Beta!
Hello Atlassian Community! š We're thrilled to announce a major milestone in our omnichannel support journey: Live Chat for the Customer Service Management (CSM) app is now officially in Open Beta! This highly requested feature brings real-time, synchronous human support directly into your CSM app, allowing you to deliverā¦
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š Onboarding Topic #3: Customer Context
Welcome to week three of our Customer Service Management app deep dives! Today, weāre sharing more about customer context, which brings together customer data, relevant services, team information, and documentation into one workspace. Why Customer Context Matters Personalizing support significantly contributes to creatingā¦
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š¢ Help us shape the future of Omnichannel support in CSM
Hi everyone! Weāre shaping the roadmap for Omnichannel support in the CSM app and want to hear from YOU about what matters most. Your feedback will help us identify key channels, needed capabilities, and focus areas to better support your customers. Weāve created a short, 5 minute survey to learn: * Which support channelsā¦
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CSM + Service Collection: What You Need to Know About Pricing and Packaging
Hey everyone š We've seen a few questions come up in the community about how Customer Service Management (CSM) works with Service Collection, so I wanted to share a quick rundown to clear things up. Update ā September 1, 2026 Starting December 3,2026, Customer Service Management's AI agent uses usage-based pricing. AIā¦
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Discover the benefits of AI for customer service in a new webinar!
Join us onĀ April 15Ā to learn how to use AI within Atlassian's new Customer Service Management app! This webinar will be available live or on-demand - register to join us! Please note that the on-demand recording takes a minimum of 24 hours to process. While the recording is processing, the webinar registration page willā¦
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š» Learn how Atlassian Support transformed with the Customer Service Management app
Want to learn how the Customer Service Management app can help you reimagine your customer service? The āTransforming Atlassian Support with the Customer Service Management appā session from Team Europe is now available to watch on-demand! Atlassian's Vincent Wong, Senior Principal Product Manager, and Nisha Iyer, Head ofā¦
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š What is the Customer Service Management app?
In the coming weeks, weāre excited to introduce more of the app and highlight the key steps to help anyone new get set up smoothly! You may be one of the 10,000+ customers already using Jira Service Management for customer service. However, Jira Service Management was built with the ITSM use case, not customer service, inā¦
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š Onboarding Topic #4: Support Workflows
Welcome to the final week in our onboarding series! Over the past few weeks, we've been sharing deep dives into key features of our new Customer Service Management app to help you get started and in our last one, we are covering support workflows. What are support workflows? Support workflows are what your teams need toā¦