CSM a JSM

Jaroslav Jaroš

Hello, we are just testing the new CSM.

However, can be the AI chat also used and placed on the JSM customer portal?
And can it be also embeded to any website like the old chat for JSM?

We found out that the new customer portal on CSM cannot be used anonymously, I mean our customers
cannot raise a ticket without registering to the portal. Is that true?
On our old JSM customer portal a customer could rise a ticket without making a registration.

If it is so, are you planing to make forms available also for anonymous customers?

Thank you for your answers.

Best regards

Prasanna Ravichandran

Hi,

Currently, the new CSM experience requires customers to be authenticated to use the portal, so anonymous ticket creation is not supported as it was in the classic JSM portal. Users generally need to sign up or be invited before submitting requests.

The AI chat capability is designed for the portal experience and supported channels, but it cannot be freely embedded on external websites in the same way as the legacy JSM chat widget. Availability may also depend on your plan and configuration.

If anonymous intake is required, a common workaround is to use public forms or another channel (e.g., email) that creates requests in JSM. For roadmap details or future support, it’s best to check Atlassian’s public roadmap or raise a feature request.