Manage your organization’s Atlassian accounts
Gain control over your employee's Atlassian accounts.
What different account types can customers have?
Which user management experience do you have?
To check, go to your organization at admin.atlassian.com and select Directory. If the Users and Groups lists are found here, then you are using the centralized user management. Learn more about the centralized user management
We’ll note these changes in the support documentation below.
Original | Centralized |
As a site admin or organization admin, Users is found under Product site.  | As an organization admin, Users is found under Directory tab.  |
Site admins can manage accounts for Jira Service Management customers on your organization’s Administration.
Where you manage your customers depends on what type of account they have:
Manage customers with portal-only accounts from Jira Service Management under your site’s admin > User Management. Learn more about managing portal-only accounts for customers
This step is different if you have the centralized user management:
|
Manage customers with Atlassian accounts from Users under your site’s admin > Users. Learn more managing your product users
This step is different if you have the centralized user management:
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Which account is best for my customers?
Look at your relationship with your customers to decide which account makes sense for them. Learn more about configuring access settings for your customers
Regardless of which account type your customers have, they don't need a Jira Service Management product license to access the portals, view knowledge base articles, or send requests.
Customers with portal-only accounts can only log in to your Jira Service Management portals.
Customers with Atlassian accounts don’t consume product licenses if they are not assigned a product role.
Here's a look at the features and relationships we recommend for each type of account for your customers:
| Portal-only account | Atlassian account |
|---|---|---|
Recommended use case | Customers with this account type are typically people external to your company who seek help relating to the use of your company’s products or services. | Customers with this account type are most likely employees or partners within your company that need internal support from your teams, for example, a new employee who needs their IT workstation set up. |
Benefits | These users can:
If needed, you can migrate these users to an Atlassian account. | In addition to the benefits of the portal-only account, you can license this type of customer for your Atlassian cloud products, including:
You can also configure SAML single sign-on for Atlassian account users. Learn how to configure single sign-on for users |
Relationship | Customers who you:
You can find these customers under the Portal customers page. | Customers you collaborate with, or who may need more access in the future. You can find these customers under Users. In their profiles, in the Access section, these users either have licenses to other Jira Cloud products, or have no checkboxes ticked. If you have the centralized user management: these users have ‘Customer’ role under their product role. |
Access level | Portal-only customers can't log in at your site's root URL (for example, mysite.atlassian.net). They must use the portal's specific URL. To find this URL in your Jira Service Management project:
Portal-only customers can't access your products directly. They can only log in to your Jira Service Management portals. To create portal-only customers, add them from the Customers page in a service project. | (Optional) If required, these users can be licensed to access your Atlassian cloud products, for example, you can assign these users a product role that grants access to Jira Service Management, Jira Software, Confluence. Learn more about updating product access settings |
How do settings on your site impact the customer account types?
If you have the centralized user management experience, users can be granted different customer account types depending on the customer access settings under Jira Service Management and your organization’s approved domains.
Customer access settings
Review the customer access setting to see if it allows for the creation of Atlassian (internal) accounts:
From the top right of your screen, select Settings () > Products.
Under Jira Service Management, select Customer access.
Check if the checkbox under Internal is selected.
Learn more about the customer access settings
Approved domain settings
Review your organization’s approved domains:
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products from the header.
From the left side of the page, select User access settings > Approved domains.
Select ‘any domain’ or ‘an approved domain’ and review the following settings.
If the product role for Jira Service Management (product) is User (agent), then:
For 'any domain' that requires admin approval, the user will get a portal-only account when invited as a customer through Jira Service Management.
For an 'approved domain', the user will get the Atlassian account with the customer role when invited as a customer through Jira Service Management. Admin approval doesn't apply.
Learn more about how users get access to products
Permission for viewing articles in the help center
Knowledge base admins can manage permissions for who can view knowledge base articles from within the service project. Learn how to manage knowledge base permissions.
To ensure that all your portal-only customers can view knowledge base articles in the help center:
From your service project, go to Project settings > Knowledge base.
Select Who can view next to the linked space that you want to provide access to. Choose Anyone from the drop-down.
Learn how to allow anyone to view your knowledge base articles.
To allow customers to view your knowledge base articles in Confluence, you can either:
allow anonymous access to content in that space in Confluence, or
allow unlicensed access to content in that space in Confluence.
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