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Customer Service Management, Rovo

CSM AI agent: Continue email conversations

This Customer Service Management and Rovo change has been rolling out to Atlassian Cloud sites since 23 Sep 2026. It ships the Atlassian Cloud roadmap item “CSM AI agent email support.”

  • Rolling out since 23 Sep 2026
  • Low impact
Read Atlassian's release note See every change

Where the rollout is

  1. First published Done
  2. Rollout starts Done

What changed

  1. First published by Atlassian

Atlas Bench began tracking Atlassian Cloud on 29 Oct 2026. Changes before that date are not in this history.

On the Atlassian Cloud roadmap CSM AI agent email support See the roadmap item Source Atlassian's release note Read it on the Atlassian Community

Related changes

Where it lands

Where this change sits on the Stack

Every change is sorted onto the layer it touches first. This one lands on Agents and Automation.

L4

Agents and Automation

Rovo, Agents in Jira, Forge, MCP with Claude and Copilot, agent lifecycle, usage and cost governance.

Atlassian Anthropic
L3

Governance and Change

Permission architecture, audit and compliance, ITSM and change control, change management, strategic reporting and budgets.

Atlassian Guard Jira Service Management Strategy Collection Jira Align
L2

Platform and Migration

Migration of every kind, tool consolidation, licensing, standardization, the system of work.

Atlassian Miro AWS Azure
L1

Identity and Access

Human and non-human identity, SSO, SCIM, least privilege, access reviews, Guard cleanup, Agent SSO readiness.

Atlassian Guard Okta

load-bearing, bottom to top

Find out what an agent would inherit.

Fixed scope. The assessment reads the three layers an agent lands on, identity, platform and governance, before anything is switched on. You get the findings, the ownership gaps, and the order to close them in.

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