High-Performance Teamwork Solutions
Customer expectations keep rising: real-time answers on WhatsApp and email, a branded portal for tracking requests, and seamless handoffs from support to engineering. Atlassian CSM brings omnichannel support, AI assistance (Rovo), and customer context together, so your agents see history, sentiment, and related incidents in one place. Built on the Atlassian platform, CSM ties directly into Jira issues and Confluence knowledge to cut resolution time and improve CSAT.
Omnichannel support, Rovo AI, and customer context
- Omnichannel intake: portal, email, chat, and embeddable widgets for your website or apps.
- Rovo AI: smart search and conversational assistance that proposes answers, triages requests, and drafts responses.
- Customer context: a unified view of the customer’s history, assets, and past interactions to personalize every reply.
Result: faster first responses, lower handle times, and a knowledge base that continuously improves.
Integration with Jira, Confluence, and third-party apps
CSM natively integrates with Jira and Confluence for seamless escalations and reusable knowledge. We also connect your CRM, telephony, and data pipelines to keep customer information synchronized and auditable.
Our services (audit, design, implementation, migration)
1. Rapid discovery & success plan
We start with a two-week discovery: stakeholders, volumes, SLAs, channels, and regulatory context. You get a success plan mapping capabilities to business outcomes (CSAT, FCR, AHT, backlog) and a prioritized backlog.
2. Configuration, portals, SLAs, automations
- Customer-facing portal with any language and clear request types.
- SLAs by priority and segment, with automated escalations and on-call routing.
- Workflows, forms, and dynamic fields that reduce back-and-forth.
- Virtual agent/Rovo flows for common intents; deflection to knowledge articles.
3. Data/CRM integration & analytics
We connect CSM to your CRM (Salesforce, HubSpot, Dynamics), telephony/IVR, and messaging. Dashboards track volumes, SLA compliance, agent occupancy, and deflection. We can add warehouse exports for finance and leadership reporting.
4. Training and change management
Agents, team leads, and admins receive role-based training. We provide runbooks, playbooks, and reinforcement sessions so adoption sticks.
Customer Service Management features
Rovo Customer Service
Provide 24/7 assistance powered by your own help content. Use analytics, reviews, and coaching to continuously elevate agent responses.
Rovo for support teams
Bring knowledge, suggested answers, and real-time context to the agent’s fingertips to reduce handle time and transfers.
Knowledge base
Build articles natively with Confluence and enable self-service from your portal, search, and chat experiences.
Omnichannel support
Handle requests from email and your website with an embeddable AI widget, and add voice through leading vendor integrations.
Customer context
See the customer’s organization, products, and past conversations so agents can deliver faster, more personal support.
Reporting
Track CSAT, SLA compliance, deflection, and team performance with out-of-the-box dashboards and custom reports.
Customizable support site
Launch a branded portal in minutes, no code required. Control layout, components, and content to match your identity.
Team workspace
Use queues, flexible workflows, custom SLAs, and advanced routing, backed by Jira, to manage demand efficiently.
Developer escalations
Forward issues to engineering with all required context. Collaborate on fixes and ship improvements without losing the customer thread.
Use Cases
Telecom/Utilities
Financial services
High-tech & startups
Retail & e-commerce
Why Zen Networks for Atlassian CSM
Local expertise, SLAs, and bilingual delivery
We deliver in all languages, with support windows aligned to business hours. Our SLAs cover response/restore, and our managed service keeps your portal fast and secure.
Methodology: design-build-run
- Design : discovery, architecture, and value mapping
- Build : configuration, integrations, content, and UAT
- Run : training, KPIs, governance, and continuous improvement
Security & governance by design
We enforce least privilege, auditability, data residency considerations, and change control. We coordinate with your security team for SSO/SCIM via Atlassian Access if required.
FAQs
Is CSM different from Jira Service Management (JSM)?
Yes. JSM is built for internal/IT and operations service management; CSM is purpose-built for external, customer-facing support with deeper context, omnichannel, and Rovo for support.
Can I buy CSM alone?
No. CSM is available via the Atlassian Service Collection. We help you choose the right plan and forecast costs.
What about data privacy and security?
We configure permissions, retention, and audit logging. For SSO/SCIM, we integrate Atlassian Access and align with your security policies.
Do you provide training?
Yes, admins, agents, and team leads. We also offer ongoing managed services.
Contact Us Today!
