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.

顧客サービス管理機能

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

• A range of channels for customers – your support website, phone, embedded chat widget, and email.

• 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

• 自動化ルール

• ワークフロー

• Reporting and dashboards

• Forge extensibility (coming soon to Customer Service Management)

Copy space settings from a Jira Service Management space

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

1. From your sidebar, select Create space (+) next to Spaces.

2. Select the Service management category, then select the Customer service management template.

3. Review the template details and select Use template.

4. Check the box next to Copy settings from an existing space.

5. Select the Jira Service Management space you want to share settings from.

6. Create your space.

How settings are handled when copying from a Jira Service Management space

Copied settings

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

• Issue Type Screen Scheme – New screens are created

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

• SLA Definitions & Metrics – Duplicated from source space

• Queue Definitions & Config – Duplicated from source space

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

• Queue Groups/Boards – Duplicated from source space

• Rule Sets – Duplicated from source space

• Space Components – Duplicated from source space

• 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}.

• Notification Scheme (Internal) - Recipients with space role Service Desk Team replaced with Customer Service Team.

Shared settings

These settings are shared between the two spaces. Any changes made in either space will be reflected across both. The following setting is shared:

• Priority Scheme

New settings

These settings aren’t copied or shared, but new ones are created specifically for the new space:

• Issue type scheme – New scheme is created

• Permission scheme – New scheme is created

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

• 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

• Field Configuration Scheme – New field configuration schemes are created

• CSAT Feedback – Enabled by default for new spaces

• Language Setting – Set from current user's locale

• Attachment Security – Anonymous attachment links enabled

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

Not copied

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

• Space role memberships

• 自動化ルール

• 作業項目

• Forge アプリ

Customer experience settings

In Customer Service Management, settings related to how your customers get support are configured in Customer experiences – these are dedicated support environments for different groups of customers. Read more about customer experiences.

The following settings need to be configured in your customer experience:

• Channels – the ways customers can reach you, such as your support website, phone, embedded chat widget and email.

• Customer service agent – an AI-powered agent that can answer questions, guide customers to solutions, and hand off requests to your support team.

• Articles – support articles that help customers find answers on your support website, and can be used as a knowledge source for your AI customer service agent.

• Forms – the request forms customers use to contact your support team.

• Branding – custom logos, icons and colors to match your brand.

• Customer access – controls for which customers and organizations can access channels and resources.

• Customer notifications – automated emails that keep customers updated about their requests.