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Customer Service Management
Customer Service Management Cloud

Documentation

  • Understand the basics
    • About Customer Service Management
    • Create a Customer Service Management space
    • Move from Jira Service Management to Customer Service Management
    • About permissions in Customer Service Management
    • About reporting in Customer Service Management
    • Get instant AI help while working in Customer Service Management
    • Customer Service Management glossary
  • Create a tailored support experience for your customers
    • About customer experiences
    • Create forms to receive requests
    • Create articles for your support website and customer service agent
    • Set up channels to support your customers
      • About channels
      • Set up email
      • About support websites
      • Customize your support website
      • Add a chat widget to your support website
      • Apply branding to your channels
      • Embed an AI-powered chat widget on any website
      • About widget cookies
      • About the widget security policy
      • Use Amazon Connect with Customer Service Management
      • Use Messaging apps with Customer Service Management
    • Support customers with an AI agent
      • About the AI customer service agent
      • Create your AI agent's identity
      • Give your AI agent knowledge
      • Create guidance for your AI agent to follow
      • Set up actions for your AI agent
      • Configure MCP tools for AI agents
      • Ensure your AI agent can hand off requests to your team
      • Test your AI agent before deploying it
      • Control changes to your AI agent with versioning
      • Make your AI agent available to customers
      • Review your AI agent's conversations
      • Get insights on your AI agent's performance
      • About AI agent resolutions
      • Connect third-party knowledge sources for AI agents
      • Improve your AI agent’s performance based on past support interactions
      • Manage usage for AI agent resolutions
      • Run evaluations to assess your AI agent's performance
    • Manage customer access to your channels
    • Set up notifications for your customers
    • Manage how customers access attachments
    • Share requests with organizations in Customer Service Management
    • Show or hide form sections based on customer answers
    • Support customers over chat
      • About chat in Customer Service Management
      • Connect your WhatsApp Business account and add WhatsApp numbers
      • Get started with live chat
      • Set up chat for your support team
      • Set up your chat experience
    • Support customers via voice
      • Get started with voice support
      • Set up phone numbers for your organization
      • Manage calls with customers
    • Translate workflow statuses into customer-friendly labels
  • Build context on your customers
    • About customers and organizations
    • Create customer profiles
    • Create organization profiles
    • Import customer and organization profiles
    • About products and entitlements
    • Create product entitlements for your customers
    • Get customer context on work items
  • Setting up and working in spaces
    • Work with queues
      • About queues
      • Create a new queue
      • Use priority groups to organize your queues
    • Forward work items to other spaces
    • About workflows
    • About work types
    • Space permissions and security
      • Add team members to spaces and assign roles
      • Create security levels for work items
    • Create SLAs
    • Set up a customer satisfaction survey
    • Analyze team performance with reports
    • Set up notifications for your team
    • Manage live conversations with customers
    • Raise a request on behalf of a customer
  1. Atlassian Support
  2. Customer Service Management
  3. Resources
  4. Create a tailored support experience for your customers

Support customers via voice

  • Get started with voice support

    Set up voice support end-to-end: get a number, choose who answers, and get your team ready to take calls.

  • Set up phone numbers for your organization

    Buy the phone numbers your support teams use and create a regulatory bundle where required by your country.

  • Manage calls with customers

    Take customer calls, see who's calling and what your AI agent has already covered, and wrap up with a resolution.

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  • Get started with voice support
  • Set up phone numbers for your organization
  • Manage calls with customers
  • Create a tailored support experience for your customers
  • Share requests with organizations in Customer Service Management
  • Show or hide form sections based on customer answers
  • Support customers over chat
  • Support customers via voice

  • Translate workflow statuses into customer-friendly labels
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