Customer Service Management glossary

Use this glossary to get familiar with key terms in Customer Service Management and understand how the app’s features work together.

Term

Definition

Agents

Human agents that work in projects to resolve requests from customers. Agents are assigned the Customer Service Team role.

Articles

Articles on a support website. Used by customers to self serve, and optionally, as a source of knowledge for customer service agents. Read more about articles.

Channels

How your customers contact your support team and submit requests. This includes email and support websites. Each customer experience has its own channels. Read more about channels.

Conversations

Communication between a customer and a customer service agent.

Customer

An individual customer or user of the product or service being supported.

Customer experience

Where the experience is configured for a group of customers. Multiple customer experiences can be created to cater to different groups. Read more about customer experiences.

Customer service agent

An AI agent that answers questions and provides support to customers. Read more about the customer service agent.

Customer Service Management

The name of the app. Sometimes referred to as CSM.

Customer Service Team

A project role assigned to users, granting them access to projects and the ability to view and manage customer requests.

Collaborator

A role assigned to developers and other Jira users, allowing them to view and collaborate on customer requests without requiring a Customer Service Management license.

Entitlements

Represents a customer's access to a product or service and includes important details related to that access, for example: support level, product tier, number of licenses, expiry date. Read more about entitlements.

Forms

Used by customers and AI agents to raise requests to your support teams. Form submissions can be routed to different projects, and field values become details on work items that agents work on. Read more about forms.

Organization

Made up of a group of customers in the same organization.

Products

The products or services your customers use.

Projects

The workspace where human agents manage and resolve incoming requests. Requests from customers flow into projects and are tracked as work items for agents to action. Read more about projects.

Request

Questions or queries from customers that are raised through email or on a support website. These requests become work items in a project.

Studio

An app that brings all of Atlassian’s building tools into one place. For Customer Service Management, it’s where you create and refine customer service agents and support websites.

Support website

A website that comes with each customer experience. On support websites, customers can get support by reading articles and other content, engage with a customer service agent or raise requests through forms. Read more about support websites.

Work item

How pieces of work are represented in projects. They could be customer requests from customers or tasks created internally by agents.

 

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