Hi, everyone! A user asked me how “Reply to Customer” works in JSM — they want to ensure that if an Admin comments via “Reply to Customer,” only the initial Reporter is able to see the comments, but I believe the comments are public in the portal, correct? Is there any way to *only* let comments be seen by the Admin & Reporter when using “Reply to Customer?” Thank you!

How do you utilise these in combination or separate, to avoid groups of people seeing other spaces? What are the best practices for having multiple projects within one site?

I have been anxiously awaiting the arrival of Jira Customer Service Management to my cloud premium tenant for months now. As I have been an Atlassian customer for over 5 years, my tenant already existed at the time of the announcement. It was my understanding that existing customers would begin to see the Customer Service Management app appear starting in Feb 2026. Anyone have any idea when I might see mine show up? FYI, I reached out to the Atlassian Community and got zero answers. I reached out to Support and they didn't seem to even know that CSM was a thing. Any insight someone can share would be welcome. Thank you!

Anyone using components, in what way and/or use cases, best practices? I found this function and unsure how to feel about it. I rather have Space Owner being the Assignee, unless we work in teams and implement round robin or automations (for a junior role for onboarding, etc.)

For the simplest HR Onboarding, Offboarding and Change of Role within JSM. I've been researching this topic again recently and whilst I like some Atlassian updates, the material out and about makes you think this is very hard to make, including Jira and JSM having to sync,... (Multiple tickets, automations, etc.)