Glossary of Atlassian Terms
What is 'Customer Service Management'?
Definition
Customer Service Management (CSM) is Atlassian’s purpose-built solution for external, customer-facing support. It’s designed for support teams that need richer customer context and multi-channel experiences, while still staying connected to the same platform used by development and operations. Atlassian positions it alongside Jira Service Management: JSM is commonly used for internal service delivery, while CSM focuses on external customer service scenarios.
