Global customer permissions

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Jira Service Desk uses global and project permissions to set who can view portals and send requests to service desks. Think of global customer permissions as how customers access the service desk, and project customer permissions as who can access the service desk.

Learn more about global customer permissions

Learn more about project customer permissions

How customer permissions work

For example, say you own a bakery franchise. You have an internal Jira Service Desk project that supports individual bakeries. You also have an external Jira Service Desk to accept bakery orders. A Jira admin would then choose the following global customer permissions:

  • Can customers create their own accounts? = Yes
  • Can customers access the help center without logging in? = Yes

Then, admins for the internal project can choose the customer permission Customers my team adds to the project. Project admins for the external project choose the customer permission Anyone can send a request, which lets customers send cake orders without having to remember another login.

Global customer permissions

Global customer permissions determine whether projects can let customers:

  • create their own accounts in customer portals
  • view portals without logging in

Regardless of which global permission you set, projects will always have the option to require customers to log in. This lets you have projects with different permission settings.

To view or change global customer permissions for your site: 

  1. Choose the Jira icon (, or ) > Settings > Applications..
  2. Under Jira Service Desk, select Configuration.
  3. Look for the subsection titled Customer permissions.

Can customers create their own accounts?

  • Yes. Project admins have the option to let customers create their own accounts.
  • No. Customers can never create their own accounts. They can't send requests unless agents add them to the project.

Can customers access and send requests from the help center without logging in?

  • Yes. Project admins can let customers view portals without logging in. Customers still log in to view their requests.
  • No. If you picked No above, this one's already a No.

How global permissions affect project permissions

The following table shows how the global customer permissions affect what's available in project customer permissions:

Global settings Available project settings
Can customers create their own accounts? Can customers access the help center without logging in? Who can access the portal and send requests to the project?
No (default) No (default)
  • Customers my team adds to the project (default)
  • Anyone with an account on %your_site_name%, by logging in
Yes No
  • Customers my team adds to the project
  • Anyone can send a request via the portal or %your_project_email% by logging in
Yes Yes
  • Customers my team adds to the project
  • Anyone can send a request without logging in

Learn more about project-level customer permissions in Jira Service Desk.

Customer licenses

Customers aren't assigned a Jira Service Desk license, which means it's free for them to send you requests, and free for you to receive them.


The customer portal uses an invisible honeypot field to stop bots from creating spam accounts on the portal. Portals that don't require customers to log in use RECAPTCHA to stop spam requests.

Last modified on May 30, 2018

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