Thanks, Josh. I appreciate the feedback. It dovetails with what I suspected is the case. Kind of the Atlassian way, I guess. As I did more research, I'm seeing some not so great feedback on CSM anyway, and the last thing I want to do is rely on yet another half-baked app that does a fraction of what it is supposed to do. Have a good one!

@Alex Ortiz @Chris Rogers Really appreciate the insight. Atlassian market a super idea and deliver a half-backed solution? Color me shocked (not). ATL products definitely have an interesting lifecycle. We can almost watch them grow up from infant to toddler to juvenile to adult. What we get eventually is a much different "animal" than what we start with - or rather what the marketing team told us we would get. Makes me think of Microsoft back in the 80s and 90s. I often referred to them a technology marketing company, not a development company. Still made gazillions on all that vapor ware. I am (was?) excited about CSM because internally my company has a separate team to support our external customers using the Zendesk support platform. it technically works, but has limitations. It's the part where they need to escalate to IT for support where integration suffers. So the idea of being able to merge support teams and share queues and handle external and internal customers alike on one platform, that is super appealing. Then again, maybe I just need to build my own mousetrap with what I have. We'll see. Ironically (sort of) I finally heard back from Atlassian regarding when I might see this magical mythical Service Collection appear in my tenant. Someone was nice enough to investigate and let me know that my tenant IS currently being converted over and I should see it in my tenant soon. Isn't that nice? And they were kind enough to sign me up for a 90 trial of the Jira Service Collection (prompting the CTO to ask me "what is this Jira Service Premium thing?). Fun times.