Introducing Service Collection: Going Beyond JSM

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 🚀

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.

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.

Support teams gain richer context for rapid, precise resolutions.

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

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

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.

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