Move from Jira Service Management to Customer Service Management

Customer Service Management gives you the flexibility to design and manage support in a way that fits your business. Read more about how Customer Service Management works.

If you’re currently using Jira Service Management for external support, you may want to move to Customer Service Management to take advantage of some of its more advanced features.

Customer Service Management features

Customer Service Management includes many of the features you may already use in Jira Service Management, with some improvements. Customer Service Management features include:

• Queues for managing and prioritizing work

• SLAs to track response and resolution times

• Customer experiences – allowing for tailored support experiences for different customer groups

• Support websites – allowing you to create a modern, branded experience tailored for external customer support with no coding required

• Semantic search on your support website

• An email channel for customer communication

• A knowledge base – your existing Jira Service Management knowledge base can be reused for Customer Service Management

• An advanced AI agent for customer support

• Customer and organization profiles – existing profiles from Jira Service Management will be automatically available

• The ability to forward work items to other teams

• Automation rules

• Workflows

• Reporting and dashboards

• Forge extensibility (coming soon to Customer Service Management)

Move to Customer Service Management

At this stage, there’s no way to automatically migrate – but if you’re familiar with Jira Service Management, setting up your support experience in Customer Service Management should be easy.

To recreate your Jira Service Management space in Customer Service Management:

1. Create a new Customer service space and customer experience.

   • Your existing external customers and organizations will be available automatically under Customers in the sidebar.

2. Set up your customer experience. Don’t forget to:

   1. Link your existing knowledge base, or create a new one.

   2. Configure your customer channels.

   3. Apply branding to your channels.

   4. Create an AI agent.

   5. Create forms to receive requests. If you want your AI agent to be able to use a form, make sure each form field has a description.

   6. Set up customer access controls.

   7. Set up customer notifications.

3. In your new space, recreate your queues, SLAs, workflows, and automations.

Share project settings with a new Customer Service Management project

If you’re on a paid version of the Service Collection, you can create a new Customer Service Management using the configuration from an existing Jira Service Management or Customer Service Management project. To share settings with a Customer Service Management project:

1. In the top navigation, select Projects, then Create project.

2. Select the Customer Service Management (company-managed) project type.

3. Check the box next to Share settings with an existing project, then select the Jira Service Management or Customer Service Management project you want to share settings from.

4. Review the summary of what will be shared or copied, then create your project.

How different settings are handled when sharing with a new Customer Service Management project

Copied settings

Copied settings are duplicated in the new project. Any changes made to these settings in the new project won’t affect the source project (and vice versa). The following settings are copied:

• Issue type scheme – New scheme is created

• Permission scheme – New scheme is created

• Workflow Scheme – The default Customer Service Management workflow is assigned

• Issue Type Screen Scheme – New screens are created

• Field Configuration Scheme – New field configuration schemes are created

• Issue Security Scheme – The Service Desk Team role is replaced with the Customer Service Team role

• Project Roles – Customer Service Management roles are added, and memberships are not copied

• SLA Definitions & Metrics – Duplicated from source project

• Queue Definitions & Config – Duplicated from source project

  • NOTE: JQL may need updating for Customer Service Management work types

• Queue Groups/Boards – Duplicated from source project

• Rule Sets – Duplicated from source project

• Project Components – Duplicated from source project

• Reports Configuration – Uses new mapped SLA IDs

• Email Notifications (Customer) – Duplicated from source

  • NOTE: Some template variables relating to the portal will become invalid in Customer Service Management, e.g. ${portal.name}.

Shared settings

These settings are shared between the two projects. Any changes made in either project will be reflected across both. The following settings are shared:

• Notification Scheme (Internal)

• Priority Scheme

New settings

These settings aren’t copied or shared, but new ones are created specifically for the new project. The following settings will be created as new:

• Service Desk Entity – New Customer Service Management Service Desk created

• Issue Workflow – Default Customer Service Management workflow for Problem, Suggestion, Question

• Field Screens – Customer Service Management-specific field screens

• Screen Scheme – Customer Service Management screen scheme

• Field Configurations – Customer Service Management-specific field configurations

• Request Types – Customer Service Management request types (not exposed to users)

• CSAT Feedback – Enabled by default for new projects

• Language Setting – Set from current user's locale

• Attachment Security – Anonymous attachment links enabled

Not copied

These settings aren’t copied, shared, or created. You’ll need to set them up manually. The following settings are not copied over:

• Project Role Memberships

• Automation Rules

• Email Channels

• Work Items

• Forge Apps

• Knowledge