Atlassian began moving Jira Service Management Cloud plans into Atlassian Service Collection in February 2026. The change adds Customer Service Management to the same cloud sites.
Atlassian said customers will not need to migrate users or data. Most licensed users should see no major interface changes.
The collection combines Jira Service Management, Customer Service Management, apps and AI agents for employee and customer support. Atlassian positions the package for IT, development, operations, HR and facilities teams.
Atlassian’s product page says its AI agents answer employee questions using existing organisational knowledge. They can also identify knowledge gaps and draft support articles.
For incident response, Atlassian says AI can group related alerts, escalate incidents and surface relevant remediation steps. It can also generate incident summaries for post-incident reviews.
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Atlassian’s guide says that eligible monthly subscribers and Free sites could opt into trials starting in October 2025. At renewal, eligible trials convert at the previous Jira Service Management price.
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Enterprise, annual and discounted plans may follow a different transition path. Atlassian says it will notify affected administrators after completing each move. The company has not published a version number or country-specific rollout schedule.
