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How customer access settings impact project permissions

Portal-only customer access settings (previously known as the global customer permissions) allow site admins to control:

  • how accounts will be created for portal-only customers to send requests and access the portals on your site

  • whether or not portal-only customers need to be logged in to access the portals on your site

Depending on the customer access settings selected by a site admin, project admins can control:

  • which customers can access the portal associated with the project

  • how customers can share requests, and who they can share requests with

The following reference list summarizes different types of site-level and project-level permissions.

Portal-only customer access settings

Portal-only customer access settings can be changed by site admins, and they affect the project-level customer permissions that can be changed by project admins. Learn how to change portal-only customer access settings.

Don’t allow customers to create their own accounts

If selected, sign-ups will be disabled and email requests from unidentified customers won’t be processed. Depending on the project settings chosen, customers will need to have an existing account on the site, or will need an agent or admin to create one for them before they can raise a request. This setting is often selected by service projects that are used by specific teams or customers. For example, an IT department inside an organization, providing service to the rest of the business.

Allow customers to create accounts

If selected, anyone will be able to create an account by signing up or sending an email request. This setting is often selected by organizations that want people outside of their organization to be able to request help.

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

If selected, customers will be able to view the portal without logging in. However, a customer must enter their email address to send a request. An account will be created for them, 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.

Project customer permissions

The project permissions you can set depend on how your site admin set portal-only customer access settings. Learn how to change project customer permissions.

Choose who can send requests to your project via email or the portal:

  • Customers added by agents and admins: Only people that have been added to the project by an agent or admin can see the portal and send requests.

  • Anyone on the web: Anyone can find and view the help center, and send requests via the help center or email.

    • This option is available if you select Allow customers to create accounts in the portal-only customer access settings.

  • Anyone with an existing account on your Jira site: Only people with existing accounts on your Jira site can find and view the help center, and send requests via the help center or email.

    • This option is available if you select Don’t allow customers to create their own accounts in the portal-only customer access settings.

Control how existing customers can find other customers and share requests with them:

Learn more about grouping customers into organizations

  • Customers can search for other customers within their organizations:

    • Customers can use search to find other customers in their organizations, and share requests with those customers.

    • If a customer isn’t in an organization, they won’t be able to share requests.

  • Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project:

    • Customers can use search to find other customers in their organizations, and share requests with those customers.

    • Customers can share requests with other customers in the project by typing their email address.

    • If Anyone on the web has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

  • Customers can search for other customers within their project or organizations:

    • Customers can use search to find other customers in their project or organizations, and share requests with those customers.

    • If Anyone on the web has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

    • Choose this setting if you’d like to allow customers to choose approvers. Learn how to allow customers to choose approvers.

How customer access settings impact project customer permissions

Restricted access to your help center and portal

If your site admin has selected the following customer access setting:

  • Don’t allow customers to create their own accounts

then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone with an existing account on your Jira site

    • Note: This setting is useful for restricting external access to your site, and only allowing internal team members to create requests.

Public access to your help center and restricted access to your portal (this is the default set of permissions)

If your site admin has selected the following customer access setting:

  • Allow customers to create accounts

then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone on the web

Public access to your help center and portal

If your site admin has selected the following customer access settings:

  • Allow customers to create accounts

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

then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone on the web

Learn more about setting up and managing portal access.

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