Configuring the customer portal
You must be a JIRA Service Desk Administrator or Project Administrator for this service desk project to make the following changes.
Setting up requests types
You can create and edit the request types that customers will fill out on the customer portal in Settings > Request types:
Each service desk request type (e.g. Get wi-fi access) is based on a JIRA issue type (e.g. Access), as explained in How JIRA and JIRA Service Desk Work Together. You can organize your request types into groups (e.g. Access requests), which appear as tabs on the Customer Portal. To learn more about setting up request types and organizing request types into groups, check out Configuring request types and workflows.
Branding your portal
You can customize your Customer Portal to reflect your team and company's brand with the following two steps:
- In Settings > Portal settings, add a portal logo and a short description to familiarize customers with your service desk:
- global help center:
Managing access to your portal
You can open up access to your customer portal to allow new customers to create an account and submit a request for your team. If you don't want to have an open portal, you can restrict access to:
- Customers who have an existing account for any other JIRA or service desk project
- Customers who appear specifically on your service desk project's customer list
For more information about opening or restricting your portal, see Opening up or restricting access to your service desk.
Viewing all portals in your Help Center
If your company uses multiple service desk projects (e.g. an IT service desk and an office administration service desk), you can simply provide your customers with a single URL to find a list of all the customer portals they have access to and the requests created in each one:
The URL you provide will send customers to what we call the Help Center. The Help Center displays all customer portals generated by service desk projects in a single instance of JIRA Service Desk, as well as the header you previously branded:
To make any changes to the header, or to update the name of your help center, proceed to > Add-ons > JIRA Service Desk Configuration.