Customer Service Management by Atlassian

Customer Service Management is Atlassian's customer service software, positioned for proactive resolution: requests are resolved faster or prevented altogether. It combines AI agents with human support teams so that common requests are handled automatically and complex issues are escalated. When people step in, AI helps them find answers, summarise issues and resolve problems using knowledge drawn from across the business. Atlassian describes it as AI-powered customer service that gives teams the context to deliver smarter service and improve with every interaction.

• AI agents resolve common requests and escalate complex ones
• AI summarisation and answer lookup for human agents
• Focus on proactive resolution and prevention

The product offers a Rovo-powered omnichannel workspace so a single conversation continues across channels. Customers move between web, chat, email, voice and live support while agents keep every interaction in one fully contextualised thread. Voice AI answers calls 24/7, and those calls automatically become work items with transcripts, which helps teams handle high volumes and unexpected spikes in demand.

• Channels: web, chat, email, voice and live support
• Voice AI answers calls around the clock
• Calls converted into work items with transcripts
• Single contextualised conversation per customer

The Teamwork Graph connects the knowledge base, customer history, service workflows and cross-team data such as incidents, bugs and feature requests, across Atlassian and third-party tools. This context is what grounds AI responses and agent replies. Data from Jira, Jira Service Management and Confluence comes together so AI can detect patterns, surface gaps and proactively prevent issues.

• Connects knowledge base, customer history and service workflows
• Links incidents, bugs and feature requests
• Spans Atlassian and third-party tools
• Draws on Jira, JSM and Confluence data

AI agents are built, tested and tailored in Agent Studio, where tone, behaviour and actions can be customised. Improvement is driven by AI-powered knowledge gap detection and insights from real conversations, grounded in the knowledge base and cross-team data from the Teamwork Graph. Atlassian states that every interaction strengthens the AI.

• Build, test and tailor agents in Agent Studio
• Customise tone, behaviour and actions
• AI-powered knowledge gap detection
• Conversation insights feed ongoing tuning

Customer Service Management brings support, engineering, product and operations together in a single System of Work. Requests can be escalated with full context into a dedicated Jira inbox so developers can pick them up and fix issues, avoiding lost escalations and scattered conversations. Teams can see and communicate ongoing incidents, changes or recent deployments, and share live customer updates with IT operations. Customer feedback is routed to product teams to inform improvements.

• Escalation to a dedicated Jira inbox with full context
• Visibility of incidents, changes and deployments
• Live customer updates shared with IT operations
• Direct customer feedback passed to product teams

Customer Service Management is one of the apps in Atlassian's Service Collection, which also includes Jira Service Management, Assets and Rovo. The collection is presented as high-velocity service management powered by AI, covering service and operations, customer service, CMDB and AI agents on a single platform. Atlassian states that prospective customers can start a free trial or contact sales for more information, and that features and pricing for the collection are published on its site. Jira Service Management is now included as an app within the Service Collection.

• Part of Service Collection with Jira Service Management, Assets and Rovo
• Rovo AI experiences included in the collection
• Free trial or contact sales to get started
• Assets available to all Standard customers