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Assign SLA goals based on organizationDetail()
Hey there! I'm trying to figure out how to assign SLA goals based on a field I've added to an organisation. See below my SLA configuration. I've added the SLA Level field to the Organizations, and I've got an org where I assigned SLA E Can anyone help me out?
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Three separate issues affecting our Customer Service Management (CSM) project
Project type: Customer Service Management (CSM) — Jira Service Management Cloud We've run into three separate problems on one of our CSM projects that all point to the same underlying pattern: the newer Customer Service Management project type seems to be missing admin controls / has bugs that classic Jira Service…
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No issue after submitting request from Customer form
I am attempting to configure Customer Service Management for testing purposes. I have defined a form and submitted a request using it (as a logged-in user previously defined as an Organization/Customer). Unfortunately, I cannot see the request—neither under "My requests" (as the logged-in user) nor in the workspace or any…
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Ability to Make Customer Experience Public and Disable Request Submission and Account Creation
Hello, I wanted to see if it is possible to make a public facing CSM portal while also limiting the ability to submit requests through the portal. In our previous experience, making our Confluence space public did not work out as this showed more information than we intended and also did not allow as much customization as…
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A'm working in Customer Services Company. I want to know which one is best way to deal with customer
Hi Hope all doing well. My name is Saeed Ahmad. And I am working in customer services company in which we deals with every type of customer. we actually provide SEO and Digital Marketing services to different Businesses. So, anyone can help me in this topic.
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Notifications not working via email
When a customer raises a ticket, they get the on screen confirmation, but no email. The ticket is in the open queues but no notification is sent to the agent. When the agent replies nothing is sent to the customer's email
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An unknown error occurred
Hello, we would like to start a trial of the Atlassian Service Collection for our site instrumentsystems.atlassian.net. When clicking 'Try now', we always receive the message 'An unknown error occurred'. Could you please check why the Service Collection trial cannot be activated for our organization? Thank you.
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Knowledge base displaying correctly
I have a Knowledge base set up on Confluence that I used for a JSM project. I am now trying to also use it in a CSM project, but it is not displaying correctly. The Confluence space is set up with Categories that I group the Knowledge base articles in for ease of display. My CSM page is connected, reads those articles in…
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Jira isn't sending ticket notifications
Since 24.08.2026 we don't receive emails from the Customer Service Management. Also the customer don't receive answers from the CSM
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No more ticket notifications via E-mail
Since yesterday our company doesn't receive any more E-Mailnotifications. I went through a check-list assisted by Rovo and I can't find any mistakes on our side. Does anyone know what to do? Thank you!
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When will we have the option to order forms in the dropdown?
On the contact us page in CSM, and where forms are managed in a Customer Experience we need the ability to arrange what order the forms are shown instead of them just being in the order they are created. This is a very basic feature and should already be included. We tried adding and asterisk to one to see if it would…
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Looking for UX/UI Feedback on a Media Website
I’m currently working on improving the UX/UI of a media website and would love some feedback from people who have experience with web design. What areas do you usually focus on first when reviewing a website’s user experience? I’m particularly interested in navigation, content discovery, mobile responsiveness, visual…
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Is it possible to embed CSM forms into external websites?
We are in the process of setting up a new Jira instance with JSM and CSM. We have created a space for using CSM, for customer facing, where we have a couple of forms so far. We have done some digging and we are only able to expose the chatbot/AI for embedding into an external website (Our website contact us page/a few…
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Customer emails not being sent/recieved
When I manually enter in an external comment on a work item in CSM, the comment shows on the portal, but an email is not being sent to the reporter's email, letting them know that someone entered a comment. I'm using 2 different email address for the customer vs the agent. In the customer experience, email notifications.…
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How do you query forms like we do for request type in JSM?
Hello everyone! I couldn't find a way to query a specific customer experience form for report purposes. In JSM, we can query by Request type but couldn't find a way for CSM forms. Since we can create multiple forms based on a single issue type, I assumed we can do the same for CSM (hopefully). This could also prevent…
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How to setup CSM portal with seperate Confluence space ?
Hi. Does anyone know if it is possible to use a separate Confluence space as the knowledge base for a Customer Service Management (CSM) project? In Jira Service Management (JSM), you can link a different Confluence space, which is particularly useful when working with public access settings. However, I can't seem to find…
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Where to customize the workflow statuses for request types in CSM? (Something similar to JSM)
Customize the workflow statuses for a request type is possible for JSM. But what about CSM? So far I did not see if and how that would be possible. Specifically with Atlassian promoting that CSM is targeting 'external customers', that functionality would be needed. Hopefully someone in this community can point me in the…
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Customer Service Management access
Hello. I'm trying to access Customer Service Management using the existing workspace and clicking "Reactivate Service Collection", but I get the following error: We had some technical trouble. We experienced a technical problem while trying to load this page for you." Steps:…
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Requests raised on behalf of customer not visible in their requests?
Did I read correctly that you cannot raise a request on behalf of a customer and have it show under their requests? Documentation says you have to use one of the external channels to see it under My Requests. Does anyone have a good workflow you've frankenstein-ed together for this very basic task?
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How to deal with an external partner organisation that works with multiple customer organisations
We are setting up CSM to be the portal for a number of custom organisations. In some of these organisation there is a partner organisation involved, who can raise requests for those organisations. For every request it needs to be clear which customer organisation it concerns, and what entitled product. What are possible…
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Request for Account Deletion Assistance
Hello,I am contacting you because I am unable to delete my account.I initially created the account to use Jira, but I no longer need the service and would like to delete my account. However, the account deletion process is not working on my end.I would appreciate your assistance with deleting my account.Thank you, and I…
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How to link multiple customer experiences to a single space
Hello Community! I was looking to link 2 customer experiences to 1 CSM space but when creating a new customer experience, it obligates me to create a new space. Once the new space is created, I can create forms that points to the desired space but cannot delete the newly created space. Is this intended to work that way?…
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Best practice for adding a Product field in Customer Service Management?
Hello! We're creating a service ticketing tool with Customer Service Management (CSM), and I'm currently customizing everything on the board. I'd like to ask if anyone can suggest the best practice for the following scenario: I want to have a field (for example, a dropdown) where I can select which of our products (e.g.,…
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How can I manage multiple languages
Hello, I'd like to use CSM to create a portal for my customers to access articles and send help/support requests. Is it possible to provide the website in different languages? Thanks in advance for your help!
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there is people and access page data is not visible
there is no people and access showing also we can not assigned or approvers on the request