The recommended approach to take will vary based on what you are trying to achieve and the scale of the data. A combination of approaches may also suit your requirements. For example, you may use CSV import to add existing customers and organizations and detail values into CSM. Then you may have a daily sync job using the CSM APIs to ensure the detail values remain up to date.

Understanding Default Fields

CSM provides predefined detail fields for customers, organizations, and entitlements. These default fields cover standard properties commonly needed for customer management and require no setup. Note that not all CSM instances may have access to default fields yet.

Default fields

Note that preconfigured values can be changed.

Customers

Field	Type value	Preconfigured Values
Full name	Text	-
Email	Email	-
Phone	Text	-
External ID	Text	-
Type	Multi-Select	Customer, Prospect, Partner, Supplier/Vendor, Other
Title	Text	-
Region	Text	-
Preferred Language	Text	-

Organizations

Field	Type value	Preconfigured Values
Name	Text	-
Type	Multi-Select	Customer, Prospect, Partner, Supplier/Vendor, Other
Industry	Text	-
External ID	Text	-
Address	Text	-
Website	URL	-
Customer Segment	Multi-Select	Enterprise, Mid-market, SMB, Startup, Consumer

When integrating with CSM, map your existing data from external systems to these default fields where possible. For properties not covered by default fields, create custom detail fields.

Options to integrate

CSM REST APIs

Leverage CSM’s REST APIs if you require an ongoing sync or need to manage your customer and organization entities (including detail fields, entitlements) in bulk. The scale of your data is in the range of tens of thousands of entities. For larger volumes and one-off migration jobs, consider using CSV import to avoid the complexity of coordinating numerous asynchronous creation jobs. You are able to use REST APIs, either calling directly from an application or script or going via a tool such as Zapier.

See the API quick start for an overview of the APIs available.

CSV Import

Leverage CSV file import if you need to import customers and organizations as a once off or infrequently. The scale of your data is in the range of 10,000s - 2 million records (less data will also work). CSV file import requires no coding. See the support documentation for using CSV import for how to get started.

Leverage SSO based login if your users are managed via an external directory, i.e. via an IdP (Identity Provider). You do not want to provision an account for everyone, only when they login to the Support Site for the first time.

You will need to use APIs or CSV import if you wish to also update details against the customers as SSO will only create the base customer account.

See the support documentation for SAML SSO for how to set this up.

SCIM sync

Leverage SCIM sync if your users are managed via an external directory, i.e. via an IdP (Identity Provider). This will allow you to sync your external directory with Atlassian accounts such that a customer account in Atlassian is provisioned for the user when they are created. See the support documentation for using SCIM for how to set this up.