At its Investor Forum in May, Atlassian revealed that its customer service business, delivered through its Service Collection bundle, had surpassed $1B in ARR and was growing 30% year over year.
It has been adopted by 65,000+ businesses using Jira for internal use cases, such as employee help desks and engineering work management, as well as external ones for customer service and support. Atlassian is seeing particularly strong traction with product- and technology-centric businesses, where tightly connecting customer support with product and engineering is central to the customer experience.
What I hadn’t appreciated is that more than 75% of Jira Service Management users are non-developers. That is notable because Jira has long been perceived as a service desk for developers and product teams.
With 150,000+ customers using Jira Cloud, Atlassian also has a substantial installed base to cross-sell Service Collection into, giving it a long runway for growth.
Atlassian introduced its Customer Service Management solution in April 2025. Built on Jira, it includes a customer-facing help center with a built-in knowledge base. Customers can submit service requests via email, chat, embedded product widgets, or forms on a support site, which Atlassian calls omnichannel intake.
Because Customer Service Management runs on the same platform as Jira Service Management, support teams can seamlessly escalate customer issues to product and engineering teams. Issues can also be connected to internal conversations across Slack, Microsoft Teams, and Zoom, bringing additional context into the resolution workflow.
This fits into a broader shift in Atlassian’s strategy. The company built its remarkable product-led growth around standalone products that were easy to adopt. In 2025, it pivoted toward Collections as a new go-to-market model. Collections bundle complementary apps and AI agents around a business function, using a common platform and shared Teamwork Graph to connect teams and provide richer context.
In October 2025, Atlassian introduced Service Collection, combining employee- and customer-facing service management, asset management, and Rovo to build AI agents that automate support workflows and assist humans. AI-assisted resolutions are priced at $1 each.
At Team ‘26, its annual user conference held in May, the company expanded that vision with several significant announcements:
It announced support for messaging channels such as WhatsApp and SMS, as well as live chat agents with handoff to human agents.
For voice, which has been supported via Amazon Connect, Atlassian announced native voice support with an AI agent front end and escalation to human agents.
The company also unveiled Optimize, its solution for self-improving support. It will focus first on identifying knowledge gaps and updates and generating articles from human-resolved conversations, with Atlassian envisioning a future of proactive service that spots emerging issues before customers file a ticket.
Separately, Twilio highlighted Atlassian as a major customer on its 2Q26 earnings call, indicating that Atlassian will use its Flex SDK and Super Network to build and deliver omnichannel support within its customer service management app.
Atlassian is quietly assembling a serious customer service and contact center challenger. With $1B+ in Service Collection ARR, a large Jira Cloud installed base, and rapidly expanding omnichannel and AI capabilities, it has the distribution, platform, and capabilities to become a force the market needs to reckon with.