🔎 What is the Customer Service Management app?

[#1]

In the coming weeks, we’re excited to introduce more of the app and highlight the key steps to help anyone new get set up smoothly!

You may be one of the 10,000+ customers already using Jira Service Management for customer service. However, Jira Service Management was built with the ITSM use case, not customer service, in mind.

Now, you can use the new Customer Service Management app, packed with functionality purpose-built for your external customer support needs. Allow us to reintroduce how you can deliver exceptional customer experiences.

With the Customer Service Management app, you can:

• Deliver consistently great service across channels. Meet your customers wherever they are, whether it’s email, chat, web, or phone. With our new integration with Amazon Connect, customer service teams can now direct and route calls in the same workspace as other service channels, with full context in every interaction.

• Team up with AI. The Rovo customer service agent responds immediately, understands every request, suggests solutions, and speeds up resolutions. For complex issues, Rovo seamlessly transitions to human agents.

• Give your teams access to rich customer context. With the power of Atlassian’s Teamwork Graph, Rovo and support agents have access to data from across your business, like who your customer is, what services are relevant to them, and more. And no long setup or pricey consultants are required, so Rovo and support agents can provide faster, more personalized support from day one.

• Unite customer support, dev, ops, and product around the customer. Bring all your teams on one platform to break team siloes and deliver end-to-end customer support.

Have you tried the Customer Service Management app yet? Tell us what you think in the comments and check back next week to see how your team can build and tap into rich customer context to quickly understand who they’re helping and deliver faster, more personalized support.

[Dwight Holman]

Great to see you're trying to make something better for external customer support than JSM.

I started exploring CSM this week. Unfortunately CSM shares the same limitations that have stopped us using JSM:

1. Does not allow open email submission with closed Portal+KB.
2. No access permission for KB content - customers can see everything or nothing. We really want a way to assign content tags/lables/groups to organizations, that determine what pages they see.

Do you guys have any intention of doing these?

[Dorothea Linneweber]

Hi @Dwight Holman Great to hear you are interested in CSM! We'd love to chat to you and dive into your use case around supporting cohorts with different access restrictions. If you're open for a chat, please email me and we can coordinate a suitable time: dlinneweber@atlassian.com