en





      Introducing Service Collection: Going Beyond Jira Service Management

      [Atlassian Cloud], [Jira Service Management], [JSM highlight], [Team25 Barcelona], [Customer Service Management], [Service Collection]

      Did you already know that as of today, October 7th, Jira Service Management is no longer available for standalone purchase? However, don't worry, because Atlassian has just announced a new Service Collection that extends JSM's capabilities with Customer Service Management (CSM), Assets, and Rovo, bringing them together into a single AI-powered solution 🚀

      Introducing Service Collection

       

      What is the Atlassian Service Collection?

      Service Collection is a unified suite of apps and AI agents designed to enhance service experiences for employees and customers on the Atlassian platform. It includes Jira Service Management, Customer Service Management, Assets, and specialized Rovo AI agents for service management. Already leveraged by over 60,000 partners and customers, Service Collection empowers organizations to deliver smarter, faster service, resolve issues efficiently, and anticipate challenges.

      image-3

       

      And that's just a great start! The Service Collection will continue to evolve, with additional apps and AI agents planned for future releases — delivering even more advanced capabilities to support your teams and customers.

       

      JSM vs CSM - What's the difference?

      Launching October 7, 2025, Atlassian’s Customer Service Management (CSM) becomes a core element of the Service Collection, representing a major advance in external support on the Atlassian platform. CSM unifies support, IT, development, and product teams on one AI-powered platform to drive seamless collaboration and deliver faster, more effective service.

      check-circle Support teams gain richer context for rapid, precise resolutions.

      check-circle IT can leverage customer insights during incidents for a stronger response.

      check-circle Development teams address issues based on real-time customer feedback.

      check-circle Product teams receive direct customer input to guide enhancements.

      With Customer Service Management, enterprises benefit from a connected, intelligent service experience—empowering every team to deliver superior customer value.

      JSM vs CSM

      What’s new as of October 7, 2025?

      • Jira Service Management is now only available as part of the Service Collection.
      • New customers can purchase the Service Collection and will instantly receive JSM, CSM, Assets, and Rovo agents.
      • Existing JSM customers will transition to Service Collection during FY26, gaining CSM at no additional cost.
      • As of October 7, 2025, asset pricing for Premium and Enterprise plans is reduced (object pricing above plan limits now $0.02 per object/month with greater discounts for high volumes), Enterprise object allowance increases to 500,000, and Data Manager is now generally available for these tiers.

      What is not changing?

      • Service Collection offers the same tiered editions — Free, Standard, Premium, and Enterprise—as Jira Service Management (JSM).
      • Pricing for Service Collection aligns with JSM Cloud, with no added charge for the new Customer Service Management (CSM) app.
      • All users within Service Collection will have unified access to both JSM and CSM applications.

      Why does Atlassian do it?

      With AI accelerating innovation, digital products launch faster than ever, raising expectations for uptime and user experience. Atlassian’s Service Collection enables seamless collaboration across the enterprise—bringing together Dev, IT, Customer Support, Business teams, and AI-powered teammates. This unified platform empowers teams to deliver exceptional service, proactively address issues, and support both employees and customers. Now, the entire digital product lifecycle—from planning and building to shipping and ongoing support—can be managed within the Atlassian platform for both internal and external audiences.


      FAQs about Atlassian Service Collection

      How does Service Collection differ from Jira Service Management?

      Atlassian Collections are bundled solutions that combine apps and AI agents for specific team needs under a single SKU; with the latest update, Jira Service Management is now a core component within the Service Collection.

       

      Is Rovo part of the Service Collection offer?

      Rovo features like Search, Chat, and Studio are available to all paid Atlassian customers, while specialized Rovo Agents and advanced AI service management capabilities are exclusive to Service Collection users.

       

      Who is the Service Collection for? 

      Service Collection empowers teams across the enterprise—including IT, Development, HR, and Customer Support—to deliver elevated service experiences, with a primary focus on IT Support and Operations leaders who drive technology decisions and manage core service management functions like requests, knowledge, and incident management. These users, typically the admins and budget authorities for enterprise service solutions, influence related departments such as HR and Customer Support Management (CSM), while customer service leaders and operations teams also benefit from Service Collection’s capabilities.

       

      What is the pricing model for the Service Collection? Does it continue to use the per-agent pricing structure? 

      Service Collection is available in the same editions (Free, Standard, Premium, Enterprise) and at the same per-agent price as Jira Service Management, with its launch on October 7th matching the previous JSM pricing. Existing JSM customers will transition to Service Collection during FY26 with no price increase, and site admins can determine agent access to one or both apps within the collection.

       

      How does the pricing of Service Collection compare to purchasing each app individually?

      With the launch of Service Collection, the included apps are now exclusively available as part of the collection and can no longer be purchased individually. Service Collection debuts at the same price point previously offered for Jira Service Management.

       

      What if I already use a different CSM solution and prefer not to change?

      You have the flexibility to continue using your current Customer Service Management (CSM) solution if it best fits your needs. While the Service Collection includes apps that cover both ITSM and CSM scenarios, there is no requirement to utilize every app within the suite.

       

      Is there a trial period for the Service Collection? 

      Yes.

       

      Are there any functional differences between the editions of Jira Service Management and those of Service Collection?

      With the October launch of the Service Collection, Atlassian is introducing new capabilities to Jira Service Management across all app editions; while features remain consistent between previous standalone JSM and the new Service Collection editions, the only change is that the CSM template available in JSM is being retired, as a dedicated Customer Service Management app now addresses this use case—in short, all features formerly included in Jira Service Management Premium continue to be available in Service Collection Premium.

       

      What is the Customer Service Management app?

      The new Customer Service Management (CSM) app marks Atlassian’s official entry into the customer service market, delivering a unified, AI-powered solution to streamline support operations. Built on the Atlassian Teamwork Graph, CSM connects and centralizes customer data, enabling support teams to access rich customer context directly within their workflows. With features like real-time customer history, a multi-channel AI conversational agent, and seamless integration across Atlassian and third-party tools, CSM empowers teams to automate repetitive tasks, enhance self-service, and deliver responsive, personalized support at scale—even in environments previously challenged by fragmented systems.

       

      What is the Assets app?

      Assets is a flexible solution for tracking, managing, and visualizing assets and configuration items, allowing teams to map dependencies and ensure service continuity; Premium and Enterprise plans include Data Manager, which streamlines data integration, transformation, and analysis from multiple sources to maintain accurate and up-to-date asset records.

       

      How does the introduction of Service Collection impact existing Jira Service Management customers?

      Existing Jira Service Management (JSM) customers will be automatically transitioned to Service Collection, gaining access to the new Customer Service Management (CSM) app with minimal in-product changes for most users—primarily, the CSM app will appear on their site, and site admins will notice only minor updates to admin and billing screens.

       

      Do I have to move to Service Collection?

      Customers who choose not to transition to Service Collection can continue using standalone Jira Service Management until their contract ends; however, at renewal, they will need to switch to Service Collection since standalone JSM will no longer be available, and if their renewal occurs after June 2026, Atlassian may automatically upgrade them to Service Collection before their contract expires.

       

      What does the launch of Service Collection mean for Jira Service Management Data Center customers? 

      The launch of Service Collection does not affect the availability of Jira Service Management Data Center; however, Data Center customers who choose to migrate to Cloud will transition to the Service Collection SKU.

       

       

       

       

      Ready to experience the full power of Atlassian’s Service Collection for your organization? 

      Connect with catworkx today to discover how you can streamline service management, empower every team, and unlock the benefits of a unified, AI-driven platform. Let's elevate your enterprise service experience together!