Jira Service Management for Customer Service

Unite Development, Operations, and Customer Service teams on a single platform to resolve support cases faster and deliver exceptional customer experiences.

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Jira Service Management portal

Accelerate cross-team workflows

If your Development and Support teams don't have a shared understanding of the customer, it’s time for a change. Atlassian’s platform unifies your teams and allows work to flow freely across your organization.

Give your teams the context they need

Improve agent and developer productivity with direct access to customer insights. Effectively address every incoming request with the most relevant information on every issue.

Provide instant answers with self-service

Don’t keep customers waiting. Let Jira Service Management suggest answers from your knowledge base as customers type in their requests. Free up agent time to focus on more complex support cases.

Meet your customers where they are

Support customers within your product using a simple API. Or add your brand to Jira Service Management’s help center so they can self-serve in a place that feels like home.

Team Analytics dashboard in Jira Service Management. Graph showing service activity against time in months

Customer service management features

Effortless escalations

Set up automated workflows to easily move support cases from one team to another without alerting your customers.

Queues & SLAs

Make sure important requests get the attention they need. Create queues & SLAs based on account tiers.

Rich customer context

Capture and store critical information in customer & organization profiles. Products, plans, account tiers and more.

Help center

Set up a customer-facing help center with your company’s branding. Get started fast with  a no-code form builder.

Knowledge base

Enable self-service and manage knowledge articles. ML-powered search surfaces suggested articles to resolve common requests.

Flexibile reporting

Identify product areas that experience the largest number of escalations. Know where to shift resources to, or create new help articles and training.

Learn about Atlassian’s approach to customer service management

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Customer service template

Deliver great service to external customers, fast. This template has everything teams need to get started with workflows for common external customer support processes. It’s the easiest way to setup your first project.

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All your favorite apps in one place

Neatly integrate Jira Service Management with leading third-party tools. Connect your favorites with the 5,000+ apps in our marketplace, or build your own custom apps with Forge.

Over 45,000 companies count on Jira Service Management

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See what industry analysts and customers say about us

Gartner peer insight customers' choice 2021

See how Jira Service Management scores on Gartner Peer Insights.

Build it, ship it, and support it on one platform

Choose Jira Service Management to deliver exceptional customer service