Resolving tickets is no longer enough

Modern service teams are expected to deliver experiences that build confidence, reliability, and long-term customer trust. Jira Service Management and Customer Service Management both play a role in this, but they serve different purposes depending on who you’re supporting and how your service operations are structured.

In this session, our speakers will share a practical perspective on building customer-centric operations, using the lens of JSM vs Customer Service Management. The focus will be on how teams can move from reactive ticket handling to intentional service design that supports trust, transparency, and measurable outcomes.

What you’ll take away:

• How to think beyond ticket resolution when designing service operations

• Where JSM fits in internal and operational service maturity

• Where Customer Service Management strengthens external customer experiences

• How service design choices impact customer confidence and trust over time

Who should attend:

• Jira admins and Atlassian practitioners

• Service, support, and operations leaders

• Customer experience and customer support teams

• Anyone responsible for shaping service outcomes, not just closing tickets

Expect practical insights, clear distinctions, and a more thoughtful way to approach service management in Atlassian.

And because building trust works better on a full stomach, we’ll wrap up with a delicious lunch and great community conversations.

RSVP now, and don’t let the confusion stick around any longer