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What are customers and organizations in your service project

Customers are people who request help from your service project. Jira Service Management converts the requests that customers make into issues for your agents to work on.

Depending on the customer access settings on your site, you might have customers in the form of customers of your company, employees at your company, or both.

Learn about which account is best for your customers

External customers

Also known as portal-only customers, these are typically people who seek help relating to the use of your company’s products or services. They can:

  • have portal-only accounts

  • access the help center on your site

  • send requests from help center or via email

  • view knowledge base articles in the help center

  • not access Atlassian products (no product licenses consumed)

  • be configured to use SAML single sign-on to access your help center.

Internal customers

Also known as your employee customers, these people are most likely employees at your company or partners that need internal support from your teams, for example, a new employee who needs their IT workstation set up. In addition to all the benefits of a portal-only account, they can:


Organizations are groups of customers that are shared across service projects. Learn more about grouping customers into organizations.

Agents can remove customers from an organization so they lose access to service projects that use the organization. Learn more about removing customers from an organization.

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