Managing access to your service desk

Go to Project settings > Customer permissions to choose who can raise requests in your service desk and who your customers can share requests with.

On this page:

Choose who can raise requests

People need to be customers to raise requests in your service desk. You can let your team control who becomes a customer, or let customers create their own accounts in your service desk.

Who can raise requests Description
Customers who are added to the project Your team adds customers to the project via the Customers page, or by raising requests on their behalf.
People with accounts on your Jira site are automatically added to the Customers list and can raise requests.
Anyone can email the service desk or raise a request in the portal
  • New customers can create their own accounts in your service desk via the customer portal.
  • An email request automatically creates an account for the sender.
  • If you allow customers to share requests, then people they share with also become customers and can raise requests.
  • A honeypot technique is enabled to help prevent spambots from creating accounts through the customer portal.

 If this option is disabled, then your Jira administrator has not turned on public signup for service desks on this Jira site. Learn more 



Choose who customers can share requests with

You can allow customers to share requests with their organizations, anyone in the service desk, or people who aren't customers yet. The people customers share with become participants in the request. Request participants can comment on and share requests, and receive the same notifications from Jira Service Desk as the reporter. Learn more about request participants.

The following table describes the ways customers can share requests:

Who customers can share with Description
Other customers in their organization
  • Customers can share requests with their organization, or raise a private request.
  • Customers can search their organization for people to share with:
     
  • Customers who aren't in an organization can't share requests.
Any customer, by typing an email address

Other customers in their organization, plus:

  • Customers can share requests with anyone in the service desk, but only if they know their email address.
  • If anyone can email the service desk or raise a request in the portal, then customers can share requests with people who aren't customers yet. The people they share requests with become customers.
Any customer or organization, by searching in this project
  • Customers can share their requests with anyone in the project. They can also search the service desk for people to share with.
  • If anyone can email the service desk or raise a request in the portal, then customers can share the request with people who aren't customers yet. The people they share requests with become customers.

If your service desk uses user picker custom fields, such as the Approvers field, choose this setting to make sure customers can select users.

Which settings are best for my team?

Not sure how to set up permissions for your team? Here are some suggestions for how to make customer permissions work for you:

If you're like this Who can raise requests Who customers can share with
You have a service desk that handles contractors' leave requests. Only contractors can use the service desk, and you don't want non-contractors don't get confused about where to request leave. Customers who are added to the project Other customers in their organization
Your company has an IT service desk, and you want all employees to be able to create their own accounts and email requests. Customers who have an account on this Jira site Any customer or organization, by searching in this project
Your team provides software support for individuals. For example, if your company makes a free SAAS application that individuals use to manage finances, you can let your customers email bugs and questions to your service desk email channel. Anyone can email the service desk or raise a request in the portal Any customer, by typing an email address
Last modified on Jul 20, 2018

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