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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.

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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?

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 P 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.

~~~~~~~~~~~~~

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 😉

Raj Sehmi

Hi Jared,

Raj from Refined here (it was bound to happen that one of us would make it to this thread..)

There are a lot of things that work great out of the box on JSM, and there are some aspects that could be enhanced, where we come in. For example with offering full navigation menu capabilities for larger service operations with a lot of portals, enhanced permissions and so on. Whether or not to use an add on like ours would depend on your specific needs, and whether what you're looking to do can be achieved out of the box or not.

I'd recommend having a chat with our team: https://meetings.hubspot.com/leuser, and we can talk through what Refined offers and the value add on top of native JSM.

Jared Grywacheski

Thanks for the response Raj,

What I'm really looking for is a high-level comparison table of what Refined advanced offers and what the native JSM portals offer so that I can justify us moving to refined advanced when our grace period is up.

Any resources on that or something that can be sent directly to me?

Raj Sehmi

Sure thing Jared!

Unfortunately we don't have a high level comparison table available publicly - send me an email at raj@refined.com though, and I'll check what we have internally and share it directly with you.

/ Raj

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