Atlassian Service Collection

If you’ve been following the latest news presented by Atlassian during Team ’25, you'll have already seen that a new collection has been born: Atlassian Service Collection.

It joins the collections we already knew (Teamwork, Strategy, and Software) to solve, with this set of applications, any need a service team might have. It has been available for purchase since October 7th, and in this article, we'll tell you all the details you need to know.

What does this collection include?

• Jira Service Management (JSM): the one we already knew. The reference application for both business and systems teams looking to provide exceptional service to their users.

• Customer Service Management (CSM): a new application designed to provide external customer support with AI-powered features that improve customer experiences and strengthen feedback loops between frontline support and business teams.

• Assets: the most flexible and powerful database that allows you to keep track of all IT assets and services

• Rovo: AI teammates that improve experiences and productivity across all service work, such as request triage and routing, incident resolution, and knowledge generation.

Jira Service Management (JSM)

It is the Atlassian application that ensures all requests are managed quickly and efficiently. Its main features include:

• Request Management: The platform receives the request and automatically routes it to the correct team (IT, Human Resources, Legal, etc.). This prevents requests from not reaching their destination.

• Incident Management: helps development and operations teams collaborate to resolve incidents, notifies those affected, and learns from the error so it doesn't happen again.

• Problem Management: investigates the root cause of incidents with the power of linking between different sources to detect when it began and more easily pull reports that help prevent these incidents from recurring

• Change Management: executes and coordinates the different releases of an application with a change calendar and connections to various DevOps tools to maintain a continuous flow throughout the implementation of improvements

But there's more: you can set SLAs for the team, create queues for quick and easy incident tracking, have custom reports based on received requests, dashboards, change calendars, custom portals, alert management... and much more!

Customer Service Management (CSM)

When they introduced this new application, we already knew it was going to be a game-changer. But now that we know all the details, we can confirm it.

Its main features include:

• Truly understanding customer context to provide better answers.

• CSM-specific AI agents.

• Omnichannel support: email, chat, web, or phone. Integrated with Amazon Connect.

To see its differences with JSM, here is a simple comparison:

If you want to see CSM in action, check out this demo: Customer Service Management - Demo

Assets

Until now, we knew Assets as one of the features associated with Jira Service Management, available from its premium version. But now Assets is completely independent. In the case of this Service Collection, its role is fundamental: it is the centralized database that stores detailed information about everything valuable to a company. It is not limited only to computers or servers (IT assets), but can store information about almost anything that needs to be tracked and managed.

• Provides context to support teams. As JSM shows the service agent the object associated with the request, they can know the object's context, such as when it was created and if there are related incidents.

• Risk reduction in changes thanks to the dependency map created within the different objects, where it is easy to graphically observe the dependencies between different objects.

• Inventory management. Allows you to quickly know which assets are currently held and allows filtering and automating movements to ensure constant updates.

• Integrations with more than 30 connectors that allow information to be brought from different sources into Assets.

Rovo

It uses artificial intelligence that understands your organization's context and simplifies incident resolution. Virtual agents allow the organization to meet customer needs more effectively, as it can be automated to respond quickly using sources like the knowledge base and the context of related tickets.

Some examples of AI-powered Rovo agents:

• Direct support to customers via chat, with automatic AI-generated responses. Responses based on the team's official documentation to reduce waiting times and increase customer satisfaction.

• Direct help for agents with contextualized summaries of the ticket to be resolved, suggestions for knowledge base articles, or recommended actions to take. The team can thus offer faster, clearer, and more consistent support.

• Groups similar alerts to locate information in the shortest possible time.

And every day, more features.

What do you need to keep in mind?

• Jira Service Management (JSM) can no longer be purchased independently; it will only be available as part of the Service Collection.

• New customers will purchase the Service Collection directly and will automatically receive the JSM and CSM applications, along with Rovo agents and Assets.

• Existing JSM customers will transition to the Service Collection throughout fiscal year '26. Once transitioned, they will get access to the CSM application at no additional cost.

• The Service Collection has the same editions as Jira Service Management (Free, Standard, Premium, Enterprise)

• The Service Collection will continue to have the same price as JSM Cloud. The CSM application will not have an additional cost.

• A Jira Service Management agent will also have access to Customer Service Management

Now all that's left is to start enjoying all the new features this new collection brings :) Any questions? Contact us!