Introducing Atlassian Service Collection

[#1]

Good morning Atlassian Community,

Today at Team '25 Europe, we announced the new Atlassian Service Collection, our service management solution that combines apps and AI agents to bring your internal and external service game into the 21st century. No more tool sprawl. No more AI that feels bolted on rather than intuitive. Just fast, connected, always-on service on one platform, that predicts and prevents issues, across IT, Ops, HR, and Customer Support.

What is Service Collection?

Atlassian Service Collection unites Jira Service Management, Customer Service Management, and Assets into a single AI-powered solution. Together, these apps deliver smarter, faster service and help you prevent and respond to issues.

• Jira Service Management: The foundation of Service Collection. Built for internal support and streamlining IT operations, Jira Service Management connects Dev, IT, and business teams to keep employees happy and critical services up and running at all times.

• Customer Service Management: The shiny new app on the block. Built for external customer support, Customer Service Management is AI-first, omni-channel, and designed to tighten the loop between your frontline support heroes and the folks building and running your products. Pro-tip: We have launched a new Atlassian Community forum for the Customer Service Management app. If you’re just getting started with CSM, this is a great place to find resources and learn alongside your peers.

• Assets: The flexible database to track, manage, and visualize what matters to your business—hardware, software, services, you name it.

It also includes Rovo, your AI teammate that supports employee service, ops, and customer support workflows. Plus, you get the Atlassian platform apps for projects, goals, and teams—all connected in a single, unified experience.

Service Collection, together with the entire System of Work, helps you build the organization of the future. It ensures services stay up and running and customers and employees get the help they need when they need it. It keeps teams humming, customers and employees happy, and the business moving forward.

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Service Collection Announcement Blog

Check out our announcement blog for a detailed look at Service Collection's capabilities, starting with our new Customer Service Management app.

Explore more at Team ’25 Europe Online

Service Collection debuted at our annual user conference, Team ‘25 Europe, alongside several other announcements. Want to explore what's new from Team ‘25 Europe? Check out our live-streamed and on-demand sessions—and as always, share your questions or comments below.

The Service Collection Team

[Josh]

You guys nailed the pricing and packaging on this one!

[Jared Schmitt]

Do we have a comparison of JSM and CSM? As they are 2 distinct products, what are the differences & similarities?

[Grady Gausman]

@Jared Schmitt good question.

The new CSM app does share some similarities around look and feel for the core request management use cases - support hubs, self-service agents, ticket queues, etc.

Key differences to highlight:

• CSM is a dedicated solution for external support, whereas JSM's primary use cases and configurations are for internal employee support and experience management.
• CSM includes features like a specialized CSM AI Agent, customer context (think product entitlements, support level, other info about a specific customer/organization), and additional branding/customization of the support hub. Specialized integrations with Amazon Connect and CRMs will tie this app into other third-party systems.
• JSM is a full ITSM/ESM solution, containing a range of ITIL-aligned capabilities around change, incident, and asset/configuration management. Many of these features are not applicable to the role of a frontline customer support agent.  

All feature capabilities are listed on the Service Collection pricing page here. Hope this helps!

[Josh]

@Jeremy Cooley it appears I may have too quickly congratulated the team on pricing and packaging. In everything I saw, it seemed like CSM was going to be "free" for existing JSM customers.

However, I'm now seeing a potentially deal-breaking "gotcha" in the fine print:

Service Collection Licensing | Atlassian

How does consumption-based pricing impact my Service Collection subscription cost?

Rovo Customer Service is included in [...] Service Collection plans for the cost of $1 per resolution. 

[broken link] https://support.atlassian.com/docs/about-customer-service-agent-resolutions/

Where did this come from and why wasn't it included as part of the announcement?

[Jeremy Cooley]

Hi @Josh  - you are correct that existing JSM customers will gain access to the new CSM app with their current subscription. There will be usage-based pricing for the CSM AI Agent for successful resolutions, which is consistent with other CSM solutions in the market. More details here.

Currently, usage of this agent is not enforced. We will provide at least 90 days of notice before enforcing usage. This notice will include pricing, dashboards, and controls to monitor and manage usage with confidence.

[Josh]

Thank you for the clarifications, @Jeremy Cooley !