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What are service project customers and organizations?

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 employees at your company, business customers of your company, or both. Learn more about managing customer accounts.

Portal-only customers

Also known as external 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.

Customers with Atlassian accounts

Also known as internal 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, customers 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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