Change access settings for your customers
Customer access 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 portal-only accounts can be created for external customers
whether or not the account creation is only allowed for a subset of external customers, based on the domains configured on this page
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 products 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 products
External customers with portal-only accounts can send requests and access your help centers for free. Internal customers with Atlassian accounts can also access your help centers at no cost, if no product access is granted to them. Learn more about product access settings.
Configure access settings for your customers
If you're a site admin or organization admin, you can manage the access settings for internal and external customers on your site. The changes made on this page will impact the project-level customer permissions. Read more about how customer access settings impact project customer permissions.
Go to Settings () > Products, under Jira Service Management, select Customer access.
Choose your desired settings and select Save.
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.
Use approved domains to grant internal customers access to the help center with Atlassian accounts
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. 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.
Allow portal-only accounts to be created for new customers accessing the help center
This setting together with the Allow customers to create accounts setting allow anyone on the web to have access to help centers on your site. This setting is recommended if your help centers are open to your external customers. For example, a customer service department of your company provides service to your business customers.
If selected, new customers that are outside your company are allowed to have a portal-only account on your site.
Only allow account creation for customers with specific email domains
This setting allows anyone on specific domains to have access to help centers on your site. This setting is recommended if your help centers are open to specific external customers on certain domains. For example, your company provides service to another contracting company.
If selected, only customers with their email domains that match your allowed domains to have portal-only accounts on your site. Accounts won’t be created for unidentified customers. The list of allowed domains should be used for restricting account creations from specific external domains. If the same domain name is entered in the list of internal approved domains, then Atlassian accounts will take precedence. Learn how to use email domains to restrict external customer sign-ups in your help center.
You can enable both internal and external account types if you adopt a hybrid customer management strategy where both your internal and external customers will be able to access help centers on your site.
You can also disable both internal and external account types if you only allow existing customers (with an account on your site) to access help centers on your site.
Portal access
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
Select this setting to set up open portals on your site.
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
Select this setting to set up anonymous access to portals on your site. It will also allow a project admin to be able to let ‘Anyone’ view articles from a linked space in an open portal. Read more about managing who can view knowledge-base articles.
To ensure compliance with regulations, avoid selecting Customers can access and send requests from the portal without logging in for anonymous portal access in the Atlassian Government environment.
If selected, customers will be able to view portals on your site 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 portal and send requests.
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