Manage customer access to your channels

You can control who can access your support channels and resources by managing customer and organization access for each customer experience. This flexibility lets you offer tailored support to specific customer groups.

Add customers and organizations to your site

Before you can give someone access to a customer experience, you need to add them as a customer on your site. You can add individual customers or import customers in bulk.

If you want to restrict access to your support channels to certain customers, you’ll also need to create organization profiles and add customers to the relevant organizations. Read more about restricting access to a customer experience.

Access options

In your customer experience you can choose to make your channels open to anyone or to restrict access to specific organizations.

Restricting access

Restricting access ensures only customers in the organizations you’ve added can access your support website or email you for help. This is useful if you have different experiences for different customer groups, such as separating general customers from partners.

Open access

If you choose to give access to anyone, it will mean anyone with the link to your support website, or your support email can get support. When this option is selected, customers can:

• view and search for support content on your website

• get instant help from your AI agent

• raise requests through a contact form

Choose customers for a customer experience

To choose customers for a customer experience:

1. In your customer experience, select Customer access from the sidebar.

2. Select whether you want to give access to Only customers from organizations that have been added or to Anyone.

3. If you choose Only customers from organizations that have been added:

   1. Select Add organizations.

   2. Search for and select the organizations you want to add.

   3. Select Add.

Account creation settings

You can control how customers get access to your support channels across all of your customer experiences. You can:

• add approved domains to limit account creation to customers from specific companies. Only customers with email addresses from these domains can sign up; others are blocked.

• choose whether customers can create their own accounts or require an invitation from an agent or admin

• allow customers to access your support website and send requests without logging in

To change account creation settings:

1. Select Settings, then Jira apps.

2. Under Customer Service Management, select Customer access.

3. Choose the settings you want.

4. Select Save.

Control external customer access across Service Collection apps

Organization admins can control whether external customers – those without Atlassian accounts in your organization – can access both Customer Service Management support websites and Jira Service Management help centers, or only Customer Service Management support websites.

This can be configured in Atlassian admin:

1. In Atlassian admin, select Apps.

2. Select Sites, then choose the site you want to apply the setting to.

3. Select Customer service management, then Portal-only customers.

4. Enable or disable the Allow portal-only customers to get support in Jira Service Management toggle.

When the toggle is on, external customer accounts are shared between both apps. This means external customers can access support channels across Customer Service Management and Jira Service Management.

When the toggle is off, external customers are restricted to Customer Service Management only. They will not be able to access Jira Service Management help centers.