When to use CSM vs JSM or both?

Question

I genuinely appreciated Peggy's article - Customer Service Management: Setup Guide for New T... - Atlassian Community

However, I find that I have a really small team trying to tackle an internal employee base that just doesn't have the time to fill out forms. They have an IT, HR, or EHR issue and they simply want to report it, in seconds, and get back to work. I appreciate that. I also appreciate that there are cases where a form is required. But what good is a form that just says "broken"?

So, how do we balance this? I want:

* A clean, easy-to-use, omnichannel support system.
* An AI agent that keeps the employee engaged and gathers the necessary information to avoid always having another conversation after the ticket is submitted.
* A CMDB and ITSM aligned IT and EHR space with appropriate approval workflows.
* HR and Finance would be similar with appropriate approval workflows.

Before CSM, I only had one option. Make JSM work for us. Now, I'm intrigued by the omnichannel support that CSM brings. However, can a small team chain these things together? Does one JSM agent manage several queues across several spaces? Or can a CSM space be made to fit all of the requirements and channels of these departments?

Marcelo Montaño Sánchez · Answer

Hi Kevin.

I agree that a single service project with different request types could work well for a small team.

However, given that the users are internal employees and the requirements are centered around ITSM, CMDB, workflows, and approvals, I would probably start with JSM. CSM can certainly support service use cases, but it is primarily designed around customer service.

So, for this particular scenario, I would choose JSM first and consider CSM when the primary need is customer-facing service.

Marcelo

Kevin Maskell-Moody · Answer

Thank you for the insight. This is what I'm leaning towards, too. However, can you get the same AI experience for your internal employees from a JSM space virtual agent? Maybe I just jumped ahead to CSM and overlooked the newly added JSM features that would really fix my omnichannel issues.

Do you have any guidance on how you expanded or improved your JSM experience with these features?

Brandon Viertel · Answer

Morning @Kevin Maskell-Moody ,

We had the same questions as you did, and ultimately there was no reason to convert any of our projects to CSM from JSM. The main draw for a CSM style project, is that it has a "website" look and limited, simplified "forms" via one area on that "website". In my opinion, this is best suited for like a public facing website catered to a specific or extremely generalized questions, and not necessarily for support. For example, you could have a CSM space for the Billing dept in your org, and include 3 or 4 very generic (but intentional) requests such as "Billing issues", "Request a quote", "Change plan" type forms.

JSM still remained the best fit for everything we do, as that's meant for true customer support and not just questions.

Thanks!

Brandon