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.
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, leveraging its powerful service desk capabilities.
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.
Flexible 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
TEMPLATE
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.
AUTOMATION
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 50,000 companies count on Jira Service Management
"The synergies of having everyone on one platform has been a blessing for everyone. It’s so much easier!"
Fiona Gallagher, global head of product support at Iress
See what industry analysts and customers say about us
Atlassian is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management Platforms.
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