Can I use CSM for internal customers?

Question

I browsed through the onboarding videos, and some features that stand out for me are the ability to fully design the welcome portal, and how quickly you can add an AI assistant. It seems to blend help articles with the portal really well, which is useful in topics like HR.

What gives me hesitation to proceed forward is there seems to be heavy emphasis that this app is for helping external customers. Would it be a mistake for me to create a CSM space for internal users?

David Yu · Answer

Couldn't I just add all my internal customers as an org and grant them "customer" level access?

Nikola Perisic · Answer

Hello @David Yu

Atlassian is correct when they have mentioned that this is for the external customers. For regular JSM projects, you would have the option of Customers where you would grant access for your internal customers. This doesn't exist in CSM project. Even though there is Service Desk Customer role that you can assign to the user, it doesn't grant them any access, because CSM use help centers instead of portals.

Ajay _view26_ · Answer

Hi David,

CSM is built on top of the newer frameworks like Rovo and Team work graph.. Below are the key difference between the Apps.. however features such as virtual agent, branded portal makes more sense for external audience.

Cheers

Ajay

Topic JSM CSMMain focusMore focused on internal support (IT, HR, Facilities)External end-customer supportChannelsService portal and emailBranded portal, web chat..AI and automationBasic suggestions and automationsRovo virtual agent, contextual AICustomer contextInternal service dataTeamwork Graph with customer–product–service relationshipIntegration with development/productLimited to Jira work itemsDirect feedback and escalation flow with dev and productAgent experienceTraditional queue-based viewSmart panel with data, history, and SLA in context

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