About support websites

In Customer Service Management, each customer experience you create automatically comes with a dedicated support website that can be tailored to meet the needs of a specific customer group.

How customers use support websites

Support websites help customers get the assistance they need, when they need it. Customers can use support websites to find information and answers to their questions, or seek help by:

  • searching for and reading help articles

  • chatting to an AI customer service agent

  • submitting requests or questions using forms

  • tracking the progress of their requests

  • connecting with your support team

Tracking requests

Customers can view all their requests on the support website. This includes the status of each request, updates from your support team, and a history of any interactions. Customers can also communicate directly with your team by replying to comments within the requests.

Receiving requests through a support website

You can receive requests from customers via your customer service agent in the chat widget or through forms on your contact page.

Chat widget

The chat widget allows customers to chat with your AI customer service agent. The agent can answer questions, provide guidance, and hand off requests to your support team. Read more about the chat widget.

Contact page

The contact page displays the forms you’ve created in your customer experience for customers to use when they submit requests. Read more about forms.

Customization options

You can customize each support website to match your brand and meet your customers’ needs. Customization options include:

  • Adding your brand logo, colour, and other brand elements

  • Choosing which articles and forms you make available to your customers

  • Creating bespoke pages in addition to your articles

  • Designing the layout of your content and information using templated page elements

Read more about customizing your support website.

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