What is Atlassian Service Collection?

Peggy Graham

Service Collection brings together the following apps and AI agents to help you deliver exceptional service experiences across your startup:

• Jira Service Management (JSM): Internal service management for IT, HR, Ops, and other teams. Use it to centralize employee requests, organize queues and SLAs, connect knowledge articles, and automate repetitive work so small teams can respond faster and scale support without adding overhead.
• Customer Service Management (CSM): External customer support with a branded help center, modern routing, and AI-first features to deflect and resolve issues faster. It helps startups create polished support experiences for customers, capture requests across channels, tailor intake by customer segment, and hand off complex conversations to a human agent with all included context.
• Assets: A flexible database to track laptops, licenses, services, vendors, and dependencies in one place. Assets gives teams clearer ownership and relationship context, making it easier to fulfill requests, understand incident impact, plan renewals, and prevent issues as your startup grows.
• Rovo AI agents: Specialized agents that assist with triage, incident response, knowledge generation, and request deflection.

How to get started

If you don’t already have Service Collection on your site, here’s how to add it:

1. From the admin console, go to Apps → Atlassian Apps, and click the blue Add app button in the upper right to start a free trial of Service Collection on your site.
2. IMPORTANT: Please reach out to the A4S team once your Service Collection trial is up and running to let us know so we can apply the startup discount for you.

3. Set up your first projects:

   • JSM for internal requests (IT access, equipment, HR questions).
   • CSM for customer support (branding, request types, SLAs).
   • Assets to track devices, software, and relationships.
4. Enable Atlassian Intelligence and Rovo agents to automate deflection and accelerate response times.
5. Invite teammates and define roles (agents, collaborators) to keep work flowing.

Quick start resources

• Intro to Service Collection (what’s included, when to use each component).
• Getting started guides for JSM and CSM (portal setup, request types, SLAs, knowledge).
• Assets best practices (what to track first, tips to avoid overhead).
• Service Collection AI resources (series of webinars).
• We updated our Watch & Learn: Your Atlassian Quick-Start Library article to include quick intro videos to Jira Service Management and Customer Service Management, along with useful resources.

FAQ

Who is eligible to add Service Collection as a part of the Atlassian for Startups program?

Companies that meet Atlassian for Startups eligibility and are enrolled in the program can add Service Collection to their product selection. If you’re unsure about your status, check your A4S enrollment confirmation or reach out to the Atlassian for Startups team.

Can I run both internal and external support with Service Collection?

Yes. Use JSM for internal/employee requests and CSM for external/customer requests. Many startups launch JSM first to reduce internal friction, then add CSM as customer volume grows.

Do I need to set up Assets on day one?

No. Start with core request types and knowledge. Add Assets as soon as you need consistent tracking of devices, software, vendors, or services - this pays dividends as you scale.

How do Rovo AI agents help my small team?

Rovo can summarize issues, suggest answers from your knowledge base, auto‑categorize requests, and trigger workflows. This reduces manual work so a small team can support more users effectively.