Your first stop for learning how to get started with Jira Service Management.
Your first stop for learning how to get started with Jira Service Management.
Learn how to succeed in your role as a service project agent.
Learn how to use Assets in Jira Service Management with this detailed guide.
Set up your service project in a way that empowers your agents and your customers get help for their requests.
With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.
Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.
Understand how to effectively serve your customers as a service project agent.
Follow proven patterns for setting up Jira Service Management for IT and software development teams.
Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.
Learn how to use Atlassian Intelligence features in Jira Service Management to streamline your work.
Learn how to use Jira Service Management's virtual agent to automate your customer support and save your agents hours every day.
Learn how to connect, track and manage the items that matter to your team with Assets for Jira Service Management.
Resources to help you plan and set up a successful move to cloud.
Search for issues, navigate to your work, use advanced search, and work with your search results.
Learn how to use forms to gather more information from your customers and team.
Customer access allows site admins to control:
whether or not Atlassian accounts can be created for internal customers (such as employees at your company), 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 self-sign up for accounts at your help center or by sending an email request.
a verification email will be sent to the customer to validate their email address.
whether or not customers must log in to access the portals on your site.
An internal customer should be 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.
Customers with Atlassian accounts (under the product role of ‘Customer’ of your site) can access your help centers at no cost, if no product access is granted to them by your organization admins. Learn more about product access settings
An external customer should be 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.
Customers with portal-only accounts can send requests and access your help center for free.
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. Learn how customer access settings impact project customer permissions.
From the top right of your screen, select Settings () > Products.
Under Jira Service Management, select Customer access.
Choose your desired settings and select Save.
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 your help center upon Atlassian account creation. This setting is recommended if the help center is 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. Learn more on 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 your help center. This setting is recommended if the help center is 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 the portals in your help center. This setting is recommended if the help center is 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 the help center.
You can also disable both internal and external account types if you only allow existing customers (with an account on your site) to access your help center.
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 the help center is restricted to specific customers. If selected, the sign up link will be disabled from the portal 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 your portal.
Allow customers to create accounts
Select this setting to set up open portals in your help center.
Depending on which account types are selected, this setting can allow the following account types to be able to self-sign up for accounts at your help center or by sending an email request.
Anyone on your site’s approved domains.
Anyone on the web.
Anyone on specific domains.
Customers can access and send requests from the portal without logging in
Select this setting to set up open portals in your help center. It will also allow a project admin to be able to let ‘Anyone’ view articles from a linked space in the open portal. Learn more about managing who can view knowledge-base articles.
If selected, customers will be able to view your help center 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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