Jira Service Desk: Customizing the Customer Portal

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Objective

How do I customize the Jira Service Desk customer portal?

Environment

Server/Cloud

Procedure

Each service desk project in Jira Service Desk comes with its own customer portal with configurable request types. 

Cloud:

To customize your portal, see configuring the customer portal from our Jira Service Desk Cloud documentation and best practices for designing the customer portal. You would be able to:

Customizing requests:

For instructions on customizing requests, see configuring request types and workflows.

  • You can add custom fields to your Jira Service Desk issue types (issues represent pieces of work for your agents) and decide which of those fields are displayed to the customer in the form of a request type on your customer portal. 
  • You can choose to phrase requests and their fields in a user-friendly way that is easy to understand for your end users. For example, a ‘Summary field’ can be displayed as ‘Describe your issue’ to the end user. 
  • With a pre-set value, you can mark fields as required or hidden according to your requirement. See details on customizing the fields on a request type.

Server:

While Jira Service Desk does not have a WYS/WYG editor built into the product, you can access the source code if you deploy Jira Service Desk Server on your own server (as opposed to on Atlassian Cloud). With Jira Service Desk Server, you can edit and manipulate the source code to control the elements of the product in-depth.

You can also find apps in our Atlassian Marketplace for further customization of your Jira Service Desk portal. A few apps include:

Custom development:

For exploring your own custom development, you can visit our Atlassian Developer Documentation, search best practices or approaches from other Atlassian users in our Atlassian Community, or work with one of our Atlassian Solution Partners to develop a custom solution.

Interested in a custom URL for your Jira Service Desk portal? See Jira Service Desk: Customize your portal URL


Last modified on Dec 11, 2018

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