Jira Service Management vs Customer Service Management

Question

Hi fellow Atlassians

via the Admin sections i'm encountering often 'Customer Service Management' as part of the Service collection. (which we've been moved to a brief while ago)

We've been a loyal JSM Premium user for quite an amount of time, but i'm confused what this new product does. 
I've created a test project to see what it is, but it looks just the same like a regular JSM project.

Can someone explain to me what CSM is, how it compares to JSM and what the long term goal of Atlassian is here?

I suspect CSM is a new version of JSM, but should we expect it to eventually replace it? 
am i to concider migrating projects in due time?

Rob Hean · Answer

@Kevin Gérard - very common source of confusion!

I put a YouTube video together on this - https://youtu.be/_N7r4caOEfc

There is the internal vs external split (e.g. folks who work at your org vs others), but I also think of it as a scale difference.. CSM is built around using AI to route/solve tickets vs JSM being built around human interaction.

Not saying they both don't do both, but the AI agent is front and center in CSM, with a much bigger admjn footprint.

You also get more options on the landing page for CSM vs the Portal for JSM. To me this ties into the internal vs external bit - I can't expect external customers to use my confluence to look stuff up, so I have to surface it on a cleaner landing page.

Many of us have being using JSM for ages for both int/ext customers so I'm curious how folks adopt it.

Marc -Devoteam- · Answer

Hi @Kevin Gérard

You can look at this article, https://community.atlassian.com/forums/JSM-News-Discussions-articles/Introducing-Atlassian-Service-Collection/ba-p/3125419

I personally don't agree that JSM is only for internal as Atlassian positions this as a CSM space is way more limited in options, also for customers and organizations in my opinion.

I see it as a choice to make what you want to use as a space type. I do think most companies how have ben using JSM form many years won't switch to CSM as it lacks functionality, again in my opinion.

This is also a good page to check out

Fazila Ashraf · Answer

Hi @Kevin Gérard

By my understanding, Jira Service Management (JSM) is built for internal teams (IT, operations, and employees) to handle incidents, service requests, assets, and operational workflows.

Customer Service Management (CSM) is built for external customers post-sale, offering dedicated tools like customer profiles, interaction history, omnichannel support, and AI agents.

I see that Atlassian recommends moving external customer support from JSM to CSM for a better customer-focused toolkit. Basically the same framework but different features to support customer facing vs internal use cases.