Service Collection Apps

Customer Service Management(CSM) is the software, strategies, and processes organizations use to manage customer inquiries, issues, and requests across channels so support teams can deliver consistent, high-quality experiences at scale.

Modern customer service management software typically includes AI agents, omnichannel support, request management, a knowledge base, SLA tracking, and reporting — all working together to help teams respond faster, personalize every interaction, and continuously improve.

For a deeper look at CSM and how it relates to IT service management, see our ITSM guide.

Customer relationship management (CRM) focuses on sales and marketing — tracking leads, opportunities, campaigns, and account activity to win and grow business.

Customer Service Management (CSM) focuses on what happens after the sale — managing the questions, issues, and requests customers have so support teams can keep them happy and successful using customer service management software.

In a modern stack, CRM and CSM work together: when they're integrated, support teams see critical customer context while resolving issues, and account teams understand the service experience when planning renewals or expansions.

The best customer service software is AI-first, connects support with the rest of your business, and gets teams up and running fast.

The Customer Service Management software from Atlassian does exactly that — it pairs an AI agent that resolves routine requests 24/7 with omnichannel intake, a customizable help site, and a built-in knowledge base.

Because it runs on the same platform as Jira and Jira Service Management, support teams can escalate to development, operations, or product with full customer context intact — no tool-switching or lost information.

The result is less tool sprawl, tighter feedback loops, and faster resolutions from day one.

The Customer Service Management app is built for customer support teams. It empowers customer support agents with purpose-built capabilities to deliver faster, personalized support while also staying connected to development, product, and operations teams.

The Customer Service Management app is available as part of the Atlassian Service Collection. Learn more about pricing here.

No, the Customer Service Management app is available exclusively as part of Atlassian Service Collection.

The Customer Service Management app is a purpose-built, specialized solution for external customer service. Jira Service Management was built for employee support and operations teams to deliver exceptional service experiences internally and keep services up and running.

With customer service capabilities like enhanced customer context and history, a multi-channel AI conversational agent, and the ability to embed on external channels, the Customer Service Management app offers advanced capabilities fit for customer support teams.

The Customer Service Management app is not yet HIPAA compliant, but our team is actively working toward meeting those standards. We are investing in the required safeguards and will share updates as we make progress on compliance.

Customer Service Management built for proactive resolution

Deliver proactive support with AI agents, shared customer context, and connected teams using customer service management software, so requests are resolved faster or prevented altogether.

Support that keeps up with your customers

Deliver fast, proactive support with AI and humans working together across every channel, every interaction, and every team.

Launch your human-AI support team in minutes

Deploy AI agents to resolve common requests and escalate complex issues. When your team jumps in, AI helps them find answers, summarize issues, and resolve problems faster — using knowledge from across your business.

Meet customers where they are for help

Have one conversation across every channel with a Rovo-powered omnichannel workspace. Customers move seamlessly across web, chat, email, voice, and live support while agents keep every interaction in a single, fully contextualized conversation so nothing gets lost.

Voice AI that picks up the phone 24/7

Bring Voice AI into your support experience so customers get help 24/7. Calls automatically become work items with transcripts, helping teams handle high volumes and unexpected spikes in demand, reduce wait times, and cut costs with automation.

Full customer context for your team

Give AI and support teams the full context with the Teamwork Graph so they resolve issues faster, with more accuracy, and improve over time.

Every answer, fully informed

The Teamwork Graph automatically connects your knowledge base, customer history, service workflows, and cross-team data – like incidents, bugs, and feature requests – across Atlassian and 3rd party tools, powering AI and agents with the context to resolve issues faster and more accurately.

Set your AI up for success

Build, test, and tailor your AI agent in Agent Studio–customize tone, behavior, and actions. Continuously improve with AI-powered knowledge gap detection and real conversation insights, grounded in your knowledge base and cross-team data powered by the Teamwork Graph.

Never stop improving

Every interaction strengthens your AI. Data from Jira, JSM, and Confluence comes together to help AI detect patterns, surface gaps, and proactively prevent issues–so your business improves with every conversation.

Unite teams around the customer

Bring support, engineering, product, and ops together so issues move faster, root causes get fixed, and teams stay aligned in a single System of Work.

Bring devs in when it matters

Prevent lost escalations and scattered conversations. Escalate requests with the full context to a dedicated Jira inbox so developers can jump in and fix fast.

Stay on top of service health

See and communicate ongoing incidents, changes, or recent deployments, and share live updates from customers with IT operations.

Turn feedback into features

Innovate with clear customer feedback, not assumptions. Give product teams direct customer feedback to improve the product, just how the customer wants.

Move Fast. Stay in Control.

Customer Service Management comes with enterprise-grade trust controls out of the box — AI guardrails, fine-grained data permissions, spam protection, and SOC2/ISO27001 compliance — so you can deploy AI across every channel without compromising security or governance.

Real stories of AI-driven support in action

  1. Wayne Tombo: “The Customer Service Management app’s AI agent has raised our bar of service quality by decreasing ticket resolution time from 8 days to 9 minutes while increasing our CSAT score by 6 points.”

  2. Matt Ingersole: “The AI capabilities are among the most impactful applications I’ve seen. It’s transforming how we support customers across 21 languages, making complex product knowledge instantly accessible.”

FAQs

  • What is Customer Service Management (CSM)?
  • How is Customer Service Management different from CRM?
  • What should I look for in customer service software?
  • Who is the Customer Service Management app for?
  • How much does the Customer Service Management app cost?
  • Can I purchase the Customer Service Management app by itself?
  • What if I'm already using Jira Service Management for customer service management?
  • Is the Customer Service Management app HIPAA compliant?