Manage Jira Service Management customer accounts

We’re currently rolling out changes that affect the content on this page. From your organization at, if the Users list and Groups list are under the Directory tab, you have the improved user management experience. We’ll note changes for the improved experience in the content below.

A diagram of an new view that shows a new Directory tab instead of Users and Groups

Jira administrators can manage customer accounts for Jira Service Management projects in your site's Administration under User management.

If you have the improved user management experience: Jira administrators can manage customer accounts for Jira Service Management projects from your organization's Administration under Products > Sites & Products.

Where you manage your customers depends on what type of account they have:

  • Manage customers with Atlassian accounts from Users.

  • Manage customers without Atlassian accounts from Jira Service Management.

Regardless of which account type they have, customers can always send you requests and access portals for free. Customers don't consume a license unless you grant them access to Atlassian cloud products.

Read on to learn more about the different account types and how to migrate customers to an Atlassian account.

Which account is best for my customers?

Look at your relationship with your customer to decide which account makes sense for them. Regardless of which account you choose, customers don't need a license to access portals or send requests. 

Here's a look at the benefits and relationships we recommend for each type of account:


Portal-only account

Atlassian account


These users can:

  • send you requests from portals or email

  • view knowledge base articles in portals

If needed, you can move these users to an Atlassian account.

In addition to the benefits of the portal-only account, you can license these users for your other Atlassian cloud products, including:

  • Jira Software

  • Confluence

  • Bitbucket

You can also configure SAML single sign-on for these accounts. Learn how to set up SAML single sign-on


Customers who you:

  • view strictly as a client

  • don't foresee collaborating with in future projects

You can find these customers under Jira Service Management.

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.

How can I give licenses to customers I want to collaborate with in Jira or Confluence?

Users need an Atlassian account to collaborate with teams in your Atlassian cloud products. You can manage these customers from your site's administration pages. To migrate a customer to an Atlassian account (and grant them access or licenses to your Atlassian products):

  1. Go to your site's Admin at If you're an admin for multiple site or an organization admin, click the site's name and URL to open the Admin for that site.

  2. Select Jira Service Management.

  3. From the customer you want to migrate, select Migrate to Atlassian account from the More options dropdown.

If you have the improved user management experience:

  1. Go to Select your organization if you have more than one.

  2. Select Products from the header.

  3. Under Sites & products, select the site that contains Jira Service Management.

  4. Under the Jira Service Management section on the nav bar, select Portal customers.

  5. Next to the customer you want to migrate, select > Migrate to Atlassian account.

  6. Select Migrate to confirm.

Newly migrated customers must log in using their Atlassian account credentials after you migrate them. If they have a new Atlassian account, they need to verify their email address.

When you migrate a customer to Atlassian account, we do the following:

  • deactivate their portal-only profile 

  • migrate important data, such as their requests, to a new Atlassian account

  • assign a new user key to the Atlassian account.

Migration process can take up to 10 minutes. When done, the old portal-only profile still displays as Inactive, but you can’t un-migrate it.

What happens if a portal-only customer is invited to Atlassian account?

If a portal-only customer is invited to an Atlassian product, you'll see a note in their profile prompting you to migrate them to an Atlassian account. If you don't migrate the user, then they can't view requests they sent as a portal-only user.

If you’d like a customer with an Atlassian account to have access to a site, you’ll need to enable site access.

To enable site access:

  1. Navigate to Product > Users at

  2. Select a user to navigate to User details page.

  3. Turn on Has access on site.

Can portal-only customers view my knowledge base?

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:

  1. From your service project, go to Project settings > Knowledge base.

  2. 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:

Anything else I should know?

  1. Portal-only customers can't log in at your site's root URL (for example, They must use the portal's specific URL. To find this URL in your project:

    1. In a Service project sidebar, select Customer channels.

    2. Copy the URL under Customer portal.

  2. Portal-only customers can't access your products directly. They can only log in to your Jira Service Management customer portals. To create portal-only customers, add them to the Customers list in a service management project. 


Additional Help