Configuring the customer portal

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Customers send and track requests through the customer portal—your service desk's customer-facing site. If your service desk has a knowledge base, customers can also self-service requests by searching for articles. 

You must be a project administrator to customize what customers can do in the portal, and change the look and feel of it. To access your customer portal, click Customer Channels in the project sidebar.

You can allow customers to create their own accounts in the portal, or limit access to customers that your team adds. To learn more about different access options, see Set up customer permissions.

Brand your portal

As a project adminstrator, you can change the customer portal name, welcome message, and logo to reflect your company's brand. The header, link, and button colors are inherited from the help center. Learn how to customize the help center.

To brand your portal:

  1. From your service desk project, select Project settings () > Portal Settings.
  2. Edit the NameIntroduction text and Logo fields as needed. The recommended banner size for your customer portal is 1680x360.
    Your logo also appears in notifications sent by your service desk. Read more about customer notifications.

Set up request types

Jira Service Desk includes several request types that address common IT help scenarios. The request types are organized into groups to help customers find what they need on the portal. For example, you can add a Common Requests group to help customers get help with common issues like system problems or IT support. In this portal, the Common Requests group includes requests related to accounts, passwords, and other general IT requests:

You can customize the types of requests that customers raise from the portal. To create and manage request types, go to Project settings Request types. To learn more about customizing request types, check out Configuring request types and workflows.


Add transitions

You can show transitions on the customer portal so that customers can transition requests. For example, say an agent shares a knowledge base article with a customer. If the article solves the customer's problem, then the customer can resolve the request. 

You must be a project administrator to add transitions.

To add a transition to the portal, you edit an existing transition in the workflow:

  1. From your service desk project, select Project settings ( ) > Workflows.
  2. Click  next to the workflow that contains the transition you want to add to the portal.
  3. Click Diagram to open the diagram view.
  4. Make sure Show transition labels is selected.
  5. Click the transition in the workflow, and then select Show transition on the customer portal.

Customer transitions behave differently than other workflow transitions:

  • Screens don't display on the customer portal. When you add a transition to the portal, you can set a resolution for requests that customers transition.
  • When an issue is transitioned from the portal, it bypasses any validators that are defined for the transition.

If it seems like the portal transition isn't working properly, make sure there isn't an automation rule in conflict with the transition.

To learn more about workflows and transitions, see the Advanced workflow configuration configuration page.

Add announcements to the portal

Announcements are a convenient way to alert your customers about outages, events, or office hours. Project administrators can add announcements to the portal and can allow agents to add announcements to the portal. To allow agents to add announcements to the portal:

  1. From your service desk project, select Project settings () > Portal Settings.
  2. Choose Yes, agents can add announcements to this portal under Announcements.

To add announcements:

  1. From your service desk project, select Project settings () > Portal Settings.
  2. Complete the Subject and Message fields in the Announcement section. 

Add announcements to the help center

If your Jira admin grants you permission, you can add announcements to the help center. Learn more about the help center.

To add announcements to the help center:

  1. From your service desk project, go to Channels.
  2. Select Help Center.
  3. Click the help center name or logo in the top left.
  4. Click the Customize button on the right, then complete the Announcement subject and message.  

Last modified on May 15, 2019

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