CSM & JSM: How to create the best of both worlds?

Question

Atlassian now promotes Jira Service Management (JSM) for internal IT operations & support and Customer Service Management (CSM) for external customer service & support.

Both apps have great and distinctive capabilities and features.

But what if you want to combine the best of both worlds?

* Customer experience hub
* Customer context
* Customer support AI agent
* CRM integration

AND (as well as)

* ITIL capabilities like service request, incident, problem and change management
* advanced workflows with approvals
* asset and configuration management
* advanced SLAs

Many organizations want to provide both excellent customer service while organizing their IT services in a structured ITSM way.

Currently, there is no way to link a customer experience to a JSM space.

Dave Mathijs · Answer

Hi @Matteo Vecchiato , thanks for your answer.

I found out that CSM is for portal-only accounts only. You can not add a customer with an Atlassian account to a CSM customer experience.

We have several use case where both external as well as internal customers access the same portal.

Your suggestion about cloning work items would mean you would need:

* A customer experience site
* A CSM space for requests not handled by AI
* A JSM space to clone non-development work items as incident, problem or change

Customers need both self-service/automated support as well as advanced support with human agent interaction.

Matteo Vecchiato · Answer

Hi @Dave Mathijs ,

Very good point.

The classification of JSM and CSM you did is correct, but in my opinion the barrier between the two apps is not about internal and external, but is more between advanced support (both internal and external) against self/automated support (also internal and external).

So the solution is to address correctly the needs of customer in the correct project type.

Currently to integrate CSM to JSM I think the best way is creating a clone work item and sync it through automation, like two standard projects.

I'm open to ear different opinions :-)

Regards