Customer service management built for proactive resolution
Before you start, this guide covers:
What customer service management is and what it isn’t
Key capabilities of the Customer Service Management app across three pillars: support that keeps up, full customer context, and united teams
How the Customer Service Management app brings it all together
A real customer story: Leadership Circle
Additional FAQs and learning resources
Service Collection products referenced: Customer Service Management, Jira Service Management, Rovo
Other Atlassian products referenced: Confluence, Jira, Jira Product Discovery
Reading time: 5 minutes
What is customer service management?
Customer service management is a structured approach to support that connects customer-facing teams, like support and success, with the engineering, operations, and product teams who can resolve the root cause of customer inquiries.
Rather than just closing tickets, it's about delivering faster, more proactive resolution across every customer touchpoint.
Atlassian's Customer Service Management app is built for exactly this. On one connected platform, it brings together AI-powered agents, omnichannel support, and shared context across your organization, helping customers get answers faster while your team spends less time chasing down information.
Most customer support teams are running on tools that weren't built for them: a CRM with a ticketing workaround bolted on, a legacy helpdesk that doesn't talk to the rest of the business, or email as the system of record.
Customer Service Management plays a different role: it's the operational layer that sits between your customer-facing teams and the rest of the business, purpose-built for delivering support at scale.
It works alongside the CRM you already have, not to replace it, but to add the structured workflows, AI-powered resolution, and cross-team visibility that CRMs were never designed to provide.
Enterprise-grade AI guardrails, fine-grained data permissions, spam protection, and SOC2 and ISO 27001 compliance are built in, so you can deploy AI across every channel without compromising security or governance.
How Customer Service Management keeps up with your customers
Your customers want fast, consistent help, at any hour, on any channel. And your team wants to spend their time on the interactions that actually require their expertise, not clearing a queue of repetitive requests. The Customer Service Management app gives you both.
Launch your human-AI support team in minutes
Deploy AI agents to resolve common requests and escalate complex issues, 24/7, across every channel. When your team jumps in, AI helps them find answers, summarize issues, and draft responses by drawing on knowledge from across your business. AI handles the volume. Your agents handle what actually requires human judgment. Neither replaces the other; they make each other better.
Meet customers where they are: every channel, one conversation
Customers don’t think in channels; they just want help. With the Customer Service Management app, customers start on your branded help site, move to chat, follow up by email, or call in, and your agents always have the full context of every interaction in one place.
No dropped threads. No asking customers to repeat themselves.
Channels supported include a customizable help site and knowledge base, web forms, email, live chat, embedded in-product widgets, and Voice AI for 24/7 phone support; all unified in a single agent workspace.
Learn how to configure customer experiences and support channels in the Customer Service Management app.
Full customer context for your team
AI and agents can only resolve issues within their context. The Customer Service Management app gives every interaction, AI-handled or human-handled, the full picture: who the customer is, what they’ve experienced, and what’s happening across your business right now.
Full customer context with the Teamwork Graph
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 third-party tools.
Your AI agent and your human agents walk into every conversation already knowing who the customer is, what they’ve purchased, what issues they’ve had before, and what your engineering team is currently working on. No tab-switching. No re-explaining.
Set your AI agent up for success
You’re in control of how your AI behaves. Build, test, and tailor your AI agent in Customer Service Management: customize tone, behavior, and actions to match your brand and support policies.
Test how your agent responds to real scenarios before you publish, so you can tune with confidence, not guesswork. Your AI represents your brand. Customer Service Management makes sure it does it right.
A knowledge base that improves itself - Optimize
Your AI agent is only as good as the knowledge behind it, and manually maintaining a knowledge base is one of the biggest hidden time burdens on support teams. Optimize changes that.
AI continuously scans your incoming tickets, identifies the questions that don’t have a good answer in your knowledge base, and automatically generates new articles based on what has worked in resolved tickets. Your knowledge base stays current.
Your AI gets smarter. And your team stops spending hours writing documentation that should write itself.
Unite teams around the customer
Here’s what no standalone support tool can offer: the team that caused the problem and the team experiencing it, working in the same place. Most support tickets aren’t really support problems; they’re engineering bugs, service incidents, or product gaps that your support team can see but can’t fix alone.
When support, engineering, ops, and product all work on one platform, issues get resolved at the source, not just managed at the surface.
With native connections to your Assets data and customer records, your support team gets the full picture: what product a customer is on, what they’ve purchased, and their full history right inside Customer Service Management, no switching tools required.
Escalate to engineering with full customer context
Your development team already uses Atlassian, and they’re responsible for fixing many of the root causes that drive your highest-volume support tickets. When you escalate in Customer Service Management, the full customer context travels with it: ticket history, customer profile, impacted accounts. Developers get everything they need to jump in and fix fast, without a single Slack thread or a briefing call from your team.
Know when an incident is affecting your customers before they tell you
Because Customer Service Management runs on the same platform as Jira Service Management, your support team has live visibility into ongoing incidents, changes, and recent deployments right alongside incoming tickets.
Spot the pattern before the queue explodes. Communicate proactively with affected customers. And give your ops team the customer impact data they need to prioritize the fix.
Turn your support queue into your product team’s best research tool
Your support queue is full of the most honest customer feedback your product team will ever get, and right now, it’s probably sitting in a closed ticket. The Customer Service Management app lets you route that feedback directly to product teams in Jira Product Discovery.
Your product team builds from real customer signals, not assumptions.
And your support team finally has a seat at the table when roadmap decisions get made.
Customer spotlight: Leadership Circle
71% of the AI conversations are being solved in that conversation... the shift has been quite incredible with the internal team to go from 'AI is taking my job’ to 'how easy is this and what is possible for me to have a more inspiring role within the business.'
Miranda Dunn, Director of Global Transformation and Change, Leadership Circle
The results: 71% of resolutions via AI, 65% fewer manual tickets, 1,200 team hours saved per year.
Take a tour
Want a full walkthrough of the customer support capabilities in the Customer Service Management app?
Frequently asked questions
What is the Customer Service Management app?
Customer Service Management (CSM) is the software, strategies, and processes that organizations use to manage customer inquiries, issues, and requests across channels, enabling support teams to deliver consistent, high-quality experiences at scale. Atlassian's Customer Service Management app is purpose-built for this: it connects customer-facing support with engineering, operations, and product teams, adding structured service workflows, AI-powered resolution, and shared customer context alongside the CRM tools you already use.
How does AI help customer service teams?
AI agents can resolve common requests around the clock and escalate complex issues to human agents when needed. When people step in, AI surfaces relevant answers, summarizes issues, and helps draft responses by drawing on knowledge from across your business. And the more your team uses it, the smarter it gets. Tools like Optimize continuously improve your knowledge base and AI agent using real ticket data, so resolution rates increase over time without extra manual work.
Which support channels does Customer Service Management include?
Customers can get help through a branded help site and knowledge base, web forms, email, live chat, embedded in-product widgets, and Voice AI for phone support. All interactions converge in a single agent workspace, so context is never lost across channels, and agents always have the full picture.
How does the app give agents more customer context?
The app connects customer history, knowledge base content, service workflows, and cross-team data such as incidents, bugs, and feature requests in one place through the Teamwork Graph. This gives AI and human agents a complete picture of the customer and the broader issue, without switching between tools or asking customers to repeat themselves.
How does Customer Service Management connect support with other teams?
Support teams can escalate requests to developers in Jira with the relevant customer context, see incidents and recent changes through Jira Service Management, and route customer feedback to product teams in Jira Product Discovery. This closes the loop between support and the rest of the business so teams can fix root causes and improve products together, not just close tickets.
What is the difference between a CRM and CSM?
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. In a modern stack, CRM and CSM work together: when integrated, support teams see critical customer context as they resolve issues, and account teams understand the service experience as they plan renewals or expansions.