About permissions in Customer Service Management
Permissions in Customer Service Management control what internal users can see and do across the app, and determine which customers have access to your support experiences. Understanding how permissions work is essential for setting up secure, efficient, and customer-friendly support experiences.
Overview of permissions
Permissions in Customer Service Management are divided into two main categories:
Customer access – who your customers are and what they can access.
Internal permissions – controls what your internal users (agents, admins, collaborators, and others) can access and manage.
Each permission type is designed to support the needs of different people, from those seeking help to admins configuring the system.
Internal permissions
Internal permissions define what your team members and admins can do within Customer Service Management. These permissions are based on roles.
Key internal roles and permissions
Role | Description | Key permissions |
|---|---|---|
Organization admin | The highest level of admin. Manages the entire Atlassian site and user access. | Create sites, set up users, enable site-wide settings. |
Site admin | Responsible for managing a site. | Can add new apps to the site and manage Marketplace apps installed on the site. |
Jira admin | Manages projects and users across Jira products. | Create projects, add users, access all configuration, view reporting across projects. |
Project admin | Manages settings for a specific project or customer experience. | Configure project settings, create and manage customer experiences linked to their project. |
Customer service team | Manage work items in a project and customer details. | View and work on all work items in their project, add customers, see customer details. |
Collaborator | Works on specific work items assigned to them. | View and update assigned work items, limited access to project details. |
Permissions for customer experiences
Permissions for customer experiences are controlled by project permissions. Only project admins (for the linked project) and Jira admins can create or edit customer experiences. Other roles can see the different customer experiences but cannot access the settings.
Customer access
Customer access determines how people outside your organization interact with your support channels and what information they can access.
Managing customer access
All customer and organization profiles are created and managed in Customers. Read more about creating customer profiles.
Once profiles are created, you can control which customers have access to a customer experience on the Customer access page within the relevant customer experience. This allows you to tailor the support experience for different customer groups. Read more about managing customer access.
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