Change access settings for your customers

Help center permissions allows site admins to control:

• whether or not Atlassian accounts can be created for internal customers, based on the approved domains configured in the site’s access settings

• whether or not external customers with portal-only accounts have access to your help centers.
  Note: Your organization admins control external customer access across Jira Service Management and Customer Service Management. Read more about managing external customer access

• whether or not customers can create accounts via a sign-up link or by sending an email request

• whether or not customers must log in to access help centers on your site.

How to manage accounts for Jira Service Management customers

An internal customer is typically someone that you:

• view as an internal client, for example, employees at your company that need support from the IT department

• may collaborate within Jira Service Management or other Atlassian apps like, Confluence.

An external customer is typically someone that you:

• view strictly as an external, portal-only client, for example, people outside your company

• don't foresee collaborating within Jira Service Management or other Atlassian apps

Configure access settings for your customers

Find out more about opening your Jira site to the public.

Account types

These settings allow you to choose the right approach for your help center use cases: internal, external, or hybrid customer management strategy. Find out the best practices for choosing the right customer management strategy.

Internal

Give help center access to Atlassian accounts from approved domains

This setting allows anyone on your site’s approved domains to have access to help centers on your site upon Atlassian account creation. This setting is recommended if your help centers are open to your internal customers such as employees. For example, an IT department inside a company provides service to the employees in the same company. If selected, Atlassian accounts will be created based on your site’s approved domains when the customer verifies their account and joins your site via a verification email. Find out how to get employees into your help center.

External

Your organization admin controls if external customers are shared between Jira Service Management and Customer Service Management in Atlassian Administration.

• If external customers are shared between the apps, you can configure how external accounts are created on your site in Customer Service Management.

• If external customers aren’t shared between the apps, then only internal customers (if selected above) can access your help centers.

Account creation

These settings allow you to choose how the accounts will be created for your customers. The type of accounts to be created depends on the account type or types you select above.

Don’t allow customers to create accounts

This setting is recommended if your help centers are restricted to specific customers. If selected, sign-up links will be disabled and email requests from unidentified customers won’t be processed. Customers will need to either have an existing account on your site, or will need an agent or admin to create one for them before they can raise a request in any of your help centers.

Allow customers to create accounts

Depending on which account types are selected, this setting can allow

• anyone on your site’s approved domains

• anyone on the web, or

• anyone on specific domains

to be able to create accounts for themselves via the sign up link in your help centers or by sending an email request.

Customers can access and send requests from the portal without logging in

If selected, customers will be able to view your help centers without logging in. However, a customer must enter their email address to send a request. An account will be created for them when they raise a request, and they will need to set a password and log in to view their request.

If not selected, customers will need to log in to view the help center and send requests.