Are developer escalations restricted to customer service management?

Question

Hi all,

The Jira Service Management Cloud Documentation article What are developer escalations? states the following:

* "Developer escalations is a customer service management feature"
* "Developers can be added as collaborators to your project in Jira Service Management"

Will this feature remain available for Jira Service Management service spaces in the future or will it be restricted to Customer Service Management service spaces only?

In JSM, the developer escalations feature was available for the customer service management template only.

The documentation is confusing and does not provide clarity for me.

Arkadiusz Wroblewski · Answer

@Dave Mathijs

I founded that too, but I wouldn't consider that a definitive statement. Jira Service Management was simply split into two products. Time will show how it goes.

Dave Mathijs · Answer

I think I might have found the answer in this documentation article:

With the introduction of Service Collection in October 2025, customer service features are no longer available in Jira Service Management on new sites. These features have been moved to our new app, Customer Service Management – included in Service Collection.

😞

Would be nice if the documentation were to updated accordingly and to know whether the feature will be commissioned for existing sites as well.

Are there other "customer service features" that will become exclusive to CSM and no longer available in JSM?

Arkadiusz Wroblewski · Answer

Hey @Dave Mathijs

I don't think anyone besides the Atlassian Product Team can answer that.

There's still some lack of clarity in that.

Best,

Arkadiusz 🤠