A

Customer Service Management

Application

by Atlassian

External customer-service app sold only inside the Atlassian Service Collection: AI agents built in Agent Studio resolve common requests and escalate complex ones, a Rovo-powered omnichannel workspace keeps each customer's conversation in one thread, Voice AI answers calls and turns them into work items with transcripts, and human agents get AI help finding answers and summarising issues.

Find alternatives to Customer Service Management

No standalone price. Service Collection plans: Free 'Free forever for 3 agents $0' (apps: 'Jira Service Management Free, Customer Service Management'); Standard '$20 per agent / month'; Premium '$51.42 per agent / month'; Enterprise 'Contact sales', billed annually. Prices as displayed with the page's default billing toggle. FAQ: CSM 'is included at no additional cost with Service Collection Standard and Premium plans'. The Customer Service AI Agent row reads 'Included. $1 per resolution.' on the paid tiers.

What it does

• Customer support
• Voice agent
• Knowledge retrieval

Sources

Pricing

Pricing page · 5 Sep 2026

'Free — Free forever for 3 agents — $0'; 'Standard — $20 per agent / month'; 'Premium — $51.42 per agent / month'; 'Enterprise — Billed annually ... Contact sales'; apps row for Free: 'Jira Service Management Free, Customer Service Management'; 'Customer Service AI Agent ... Included. $1 per resolution.'

Description

Official documentation · 5 Sep 2026

Fetched. H1 'Customer Service Management built for proactive resolution'; lead 'Deliver proactive support with AI agents, shared customer context, and connected teams'; 'Deploy AI agents to resolve common requests and escalate complex issues. When your team jumps in, AI helps them find answers, summarize issues, and resolve problems faster — using knowledge from across your business.'; 'Have one conversation across every channel with a Rovo-powered omnichannel workspace.'; 'Voice AI that picks up the phone 24/7 ... Calls automatically become work items with transcripts'; 'Build, test, and tailor your AI agent in Agent Studio'; 'AI-powered knowledge gap detection'; FAQ: 'The Customer Service Management app is a purpose-built, specialized solution for external customer service.'

Sold within

Official documentation · 5 Sep 2026

FAQ: 'No, the Customer Service Management app is available exclusively as part of Atlassian Service Collection.' Pricing page FAQ: 'Customer Service Management (CSM) is an app within Service Collection ... Each Service Collection user license covers both JSM and CSM.'

Also from Atlassian

• Rovo Agent platform

  AI that connects across Jira, Confluence and a team's other work through the Teamwork Graph -- contextual search and answers plus agents that automate workflow steps.

• Rovo Dev AI agent

  Atlassian's agentic AI coding product for the software development lifecycle, available as a CLI, a VS Code extension, and inside Bitbucket Cloud and GitHub, covering planning, code generation, code review and automation.

• Rovo Studio Agent platform

  A no-code workspace inside Rovo for building, deploying and governing AI agents, automations and apps against Atlassian's Teamwork Graph.

• Atlassian Rovo MCP Server API service

  A hosted Model Context Protocol server that lets external LLMs, IDEs and agent platforms securely search and fetch data from Jira, Confluence and other Atlassian Cloud products.

• Atlassian Talent Application

  Workforce-planning app in the Atlassian Strategy Collection that maps positions, skills and capacity to strategic initiatives so leaders can see how each initiative is staffed and spot gaps. Atlassian titles it 'AI-first Workforce Planning' and promises 'intelligent workforce planning guidance', but the product page names no specific AI mechanism beyond that.

• Loom AI Application

  AI feature suite inside Loom (owned by Atlassian) that automatically generates titles, summaries and chapters, and converts recorded videos into documents, Jira/Linear issues or messages.

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