nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

What’s new in CSM? WhatsApp, Voice (Beta), Skills and more

Dorothea Linneweber

Hi everyone!

We’re back from Team ’26 Europe, where we showcased what’s new in Customer Service Management! It was great to hear your questions, feedback and ideas, and demo some of the pretty chunky pieces our teams have been working on.

If you missed us there, or want to try out what you saw, here’s a roundup of what we’ve shipped recently, and where to get started.

What's new in CSM?

📞 Channels (Premium & Enterprise editions)
- Voice (open beta): Customers can call your AI agent or support team, including handoff from AI to a human. Docs
- WhatsApp: Customers can message your AI agent or support team through WhatsApp. Docs
- Live chat: Support agents can respond directly or take over from AI in the chat widget, with the conversation history carried through. Docs
🤖 AI agent
- Skills & MCP: Give your agent reusable instructions for specific workflows and tools to take action. MCP docs
- Optimize: Find knowledge gaps in past support interactions and generate suggested articles for your team to review and publish. Docs
🛠️ Setup & request workflows
- Sandbox: Try CSM configurations safely in sandbox before changing production. (Note: Data and config copy aren’t included yet.) Docs
- Atlassian accounts as customers: Use eligible existing Atlassian accounts as CSM customers, including profiles and organization membership. Docs
- Raise on behalf: Create requests for customers and link them to a support site so customers can see them there. This can be done manually through the agent view, or via APIs API docs
- Organization access via API: List, grant and remove organizations’ access to restricted customer experiences. Developer docs
- Organization-wide request sharing: Let customers see requests shared with members of their organization. Docs

Let us know what you think!

Please try these out and share your feedback in the comments. We’d love to hear what’s working, any gotchas you run into, and what would make the biggest difference for your team next.

Thanks for continuing to share your ideas and needs with us! 🙏

Comments

Rebekka Heilmann (viadee)

Particularly excited to see more Channels coming in.

What I am still missing is different access settings for CSM and JSM - currently profile creation is still a global setting if I am not mistaken.

Dave Mathijs

@Dorothea Linneweber

Nice to see the new Channels (Voice, WhatsApp, Live Chat) being added. Are additional 3P channels like Genesys also being considered in the near future?

💫 Jimi Wikman

@Dorothea Linneweber Great stuff!

Arkadiusz Wroblewski

@Dorothea Linneweber

Impressive. You're closing a lot of "Loopholes" and giving at least CSM a Unique functionality.

Monica J Murphy

intresting information about it...

Thanks for posting valuable content.

your content helps me for it.

Juan Romero Domínguez

The seamless AI-to-human handoff in the Voice beta is exactly what we need to reduce friction in L1 support. I'm particularly interested in exploring how the new MCP integrations for AI skills will handle complex, multi-step API workflows in production. Great roundup!

Dorothea Linneweber

@Rebekka Heilmann (viadee)Thanks for the feedback!

Whilst the account type itself is shared, you can control access settings separately between CSM and JSM. I.e. you may choose to have a CSM support site which is open to the public, whereas your JSM portals are open to logged in users only. This is controlled via the Jira admin settings.

There are also a few additional safeguards to avoid unintended cross-product access.

You can categorically disallow portal-only customers to access JSM spaces per the 'allow customers to get support in Jira Service Management' toggle in Site settings (see screenshot below)
1. NOTE: If required, you can migrate existing JSM portal-only customers to Atlassian accounts and grant them the (nonbillable) JSM customer role instead
You can limit JSM portals to specific groups of users only
You can limit CSM customer experiences to members of specific organisations only

Screenshot 2026-10-26 at 12.59.35 pm.png

Dorothea Linneweber

Hi @Dave Mathijs

Our current focus is on building out our native offering, as well as invest in extensibility to allow 3p integrations at scale.

We already provide some basic ways to integrate external contact centres like Genesys with CSM https://developer.atlassian.com/cloud/customer-service-management/contact-centre-integration/. However, we're looking to go deeper with this in the future.

We do continue to monitor interest in other, native integrations as well though! But I hope this helps to provide some insights into our current strategy

Dorothea Linneweber

Great to hear @Juan Romero Domínguez Feel free to get in touch with any feedback as you continue to explore :) dlinneweber@atlassian.com

alejandro hock

@Dorothea Linneweber Great Job and Thanks For Your Effort

Fabian Lim

Excellent News! Great Job!

Bogdan Yanatiev

@Dorothea Linneweber Great job!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

customer-service

new-features