CSM: Configure multiple projects in a single CSM

Filza Ali

Hi Jira team,

I’m hoping to get some guidance on a Customer Service Management setup we’re working through.

We have multiple existing Jira projects—some team-managed and some company-managed—and would ideally like to use a single CSM/customer experience as the centralized external intake point, while routing requests to the appropriate Jira project based on request type.

At the moment, when I create or configure a CSM form, the Space dropdown only shows our Product Support CSM space. Our other Jira projects are not available as destinations.

Is there a supported way to connect or route one CSM customer experience to multiple existing Jira projects, including team-managed and company-managed projects? If not, what architecture would Atlassian recommend for this use case?

Our main goal is to avoid creating unnecessary duplicate tickets while still maintaining:

• one centralized customer-facing support experience;

• routing to the appropriate internal Jira team/project;

• customer-facing comments and status updates on the original request;

• attachments and request history;

• clear ownership through resolution.

We’re also evaluating whether separate CSM spaces for different request types would be preferable, so any guidance on recommended best practices or limitations would be helpful.

Thanks!

Aaron Pavez _ServiceRocket_

Hi @Filza Ali and welcome to the community:

> We have multiple existing Jira projects—some team-managed and some company-managed—and would ideally like to use a single CSM/customer experience as the centralized external intake point, while routing requests to the appropriate Jira project based on request type.

With Team managed projects you dont have any way to add forms, a portal or anything like what you see in a JSM space. thats a big limitation.

To do all this you will need to use JSM only.

> At the moment, when I create or configure a CSM form, the Space dropdown only shows our Product Support CSM space. Our other Jira projects are not available as destinations.

Forms cannot be shared to other spaces. One space is one portal, forms and anything that resides on it lives only in that space.

For anything else, you might want to check the Help center configuration

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-portal/

still, this wont do everything you mention below.

> Is there a supported way to connect or route one CSM customer experience to multiple existing Jira projects, including team-managed and company-managed projects? If not, what architecture would Atlassian recommend for this use case?

Team managed no. JSM spaces with help center.

And automation to copy and sync. 

> Our main goal is to avoid creating unnecessary duplicate tickets while still maintaining:

• one centralized customer-facing support experience;

• routing to the appropriate internal Jira team/project;

• customer-facing comments and status updates on the original request;

• attachments and request history;

• clear ownership through resolution.

 

This is the difficult part. 

> one centralized customer-facing support experience;

The help center

> routing to the appropriate internal Jira team/project;

Automation maybe. but with several portals they will land where you need.

> customer-facing comments and status updates on the original request;

If you have several spaces then the customer will have access to those. there is no single request configuration that could serve as a single point of contact for all request.

one request, one ticket, one space.

You could use some automation to copy to another space, keep comments in sync, but that gets difficult.

> attachments and request history; clear ownership through resolution.

Normal JSM stuff. this is done out of the box. unless you need anything more specific.

 

You could try one of the third party apps. Refined can be useful here.

Hope this helps!