Customer Service Management, what the * is it?

It all started with Jira Service Desk—the trusted platform that transformed the way we handled IT support.

Then came Jira Service Management, showing us that the same platform could do so much more than IT. It helped us streamline services across the entire organization.

But expectations have changed. Today’s customers don’t want a traditional help desk—they expect fast, seamless, and effortless service experiences.

That’s where Atlassian’s next evolution comes in: Customer Service Management (CSM).

This isn’t just another feature. It’s a whole new approach, built specifically for serving external customers.

In this session, we’ll explore how Atlassian is taking the power of Service Management beyond internal teams, unlocking entirely new possibilities, and changing the way organizations connect with their customers.

Agenda
18:00 - 18:30 Walk in
18:30 - 19:15 The story of Customer Service Management by Marco Fodde (Atlassian)

In this session, Marco Fodde from the Service Collection Team at Atlassian, takes you through the story of Customer Service Management (CSM). With a background in customer service software, he’s watched the space evolve from the shared inbox and the first help desk into today’s connected, AI-assisted service platforms.
Marco traces that history, explains why Atlassian built CSM, and gives an honest look at what it can do today, before sharing the roadmap developments he’s most excited about.

19:15 - 19:30 Break

19:30 - 20:15 Jira CSM: Let's Make It Happen | Turning Possibilities into Reality by Carl Hendrix

In this session, our very own Carl Hendrix takes you through a real-life CSM implementation story. Drawing from hands-on experience, Carl breaks down the why behind the transformation, the practical how of the rollout, and the what now as the team looks ahead. Expect real-world insights and an honest look at turning CSM vision into reality.

20:15 - 21:00 Drinks, Bites, Good Conversations & Let's Connect!

Agenda

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Speakers

Marco Fodde - Atlassian

Carl Hendrix - Communardo Benelux (Senior Atlassian Consultant/Community Champion ACE Rotterdam)

Hosted By

Carl Hendrix, Community Leader

Ming Yin Ho,

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Global Partner

Atlassian (http://atlassian.com)
Millions of users globally rely on Atlassian products every day for improving software development, project management, collaboration, and code quality.

For over a decade, Atlassian customers have come together to network, share ideas, solve problems, and find new ways to use Atlassian products. Today, more than 15,000 people take part in Atlassian community events in more than 30 countries.

Complete your event RSVP here: https://ace.atlassian.com/events/details/atlassian-rotterdam-presents-customer-service-management-what-the-is-it/.