The portal's role in a successful go-live after JSM Cloud migration

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Why the portal suddenly matters at go-live

The preparation for a Jira Service Management Cloud migration is usually intense and lengthy. Data is moved, all projects are checked, the configurations are compared, and agent access is validated more than once. Eventually, after a looong preparation, everything is marked as ready and go-live happens.

And that is when the actual work starts.

Portal users log into a new system and often find themselves in new or adjusted processes at the same time. On paper, it is still Jira Service Management, but in practice it looks and feels different. Navigation changes. Screens change. The logic users were used to is no longer where they expect it to be. Even simple things, like where to see the request status, are suddenly not obvious.

Most customers try to manage this shift on their own first. They read instructions, follow internal guides, click around, and try to figure things out. However, when they cannot find what they need or are not sure what the information means, you know what this means... They raise a support ticket through the portal.

This is the exact moment when the portal stops being just a request entry point and starts carrying the operational weight.

Migration does not end at go-live

After the highly anticipated go-live, expectations are usually high. Cloud has been presented as simpler, clearer, and easier to work with. Users expect better visibility and quicker answers without having to ask.

When the portal does not provide enough context, those expectations drop quickly. Portal customers start asking where their request is, what the current status means, and when something will be done. Each missing detail turns into a message or a ticket. Each ticket pulls an agent away from other work.

This is often when teams feel pressure building up. Not because Cloud created new problems, but because the limitations of the old portal quietly followed the migration.

Why the portal carries more weight in Cloud

As we all know, in Jira Service Management Cloud, the portal is the main interface for end users. It is where they expect to understand what is happening with their requests. When that information is not available there, agents end up filling the gap manually.

This is why improving the portal is part of finishing the migration, not something to postpone for later. The way the portal behaves in the first weeks after go-live has a direct impact on support load and user confidence.

Reducing post-go-live pressure with Advanced Portal Reports

This is where Advanced Portal Reports makes a practical difference. It works with the Jira data that already exists and makes it visible directly in the portal. Nothing new needs to be introduced, and agents do not need to change how they work.

Users can see their request status, understand progress, and access relevant details on their own. SLA information, custom fields, and request context are available without having to ask. When users need an overview, they can access reports in the portal and export the data themselves.

Instead of agents explaining the same things repeatedly, the portal starts doing that job. Fewer clarification tickets are created, interruptions drop, and the support team can focus on actual work during a critical stabilization period.

Finishing the migration properly

So now we see why a successful Cloud migration is not just about moving data and projects. It is about making sure the system holds up once people start using it.

Preparing the portal for real usage is one of the simplest ways to reduce operational pressure after go-live. When users can find answers on their own and agents are not overloaded with explanations, Cloud starts delivering value much sooner.