Customer service management template

Deliver great service to external customers, fast.

Request types
Licensing and billing questions
Product trial questions
Report a bug
Suggest a new feature
Suggest improvement
technical support
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Customer service management portal Bancly support from Jira Service Management
Help desk window

Branded portal

Create a seamless experience for customers with a branded, intuitive portal. 


Optimized queue

Bring together requests from different channels, such as email, chat tools, and more. Triage and track incoming requests with ease.

Clipboard list

Goal-oriented SLAs

Use SLAs to measure service experience. Filter deadlines by elapsed time or request categories. Use automated alerts to prevent breaches.

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Featured product: Jira Service Management

The easiest way for service teams to set SLAs, answer customer questions, prioritize requests, and collect feedback. Learn more

“With Atlassian’s integrations and automation, our team spends less time switching back and forth between applications.”

Max Hurst

Information Technology Infrastructure Manager, Nextiva

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Related resources

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What is ITSM? A guide to IT service management

How to get started with the customer service management template

1. Set up your help center and portal Copy link to heading Copied! view +

The help center is where customers can submit requests and access your self-service knowledge base. Customize the welcome message, announcements, and layout.

2. Customize your request types Copy link to heading Copied! view +

Help customers and agents by using tailored request types, or even creating your own.

3. Organize your queues Copy link to heading Copied! view +

Align your queue with the way your teams triage and address customer requests.

4. Add agents Copy link to heading Copied! view +

It’s time to get the party started! Add agents to your service project team.

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