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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