🎉 Your help center navigation is now customizable!

[Raafi Mohammed]

@Tim Posselwhite Thank you so much for that valuable feedback, Tim! We have been planning updates to the exact experience that you have mentioned - a much better navigation system inside the help center. I would love to learn more about your needs and expectations for this capability as we begin shaping this feature. May I request you to drop me an email at mraafi@atlassian.com? Thank you! 

[Tyler Dobie]

Hi, I still need to know the required size of the banner image so that my Marketing department can supply an appropriate resolution image without doing trial and error. 

How many pixels high by how many pixels wide is it looking for, please? 

[Susan Waldrip]

Hi @Tyler Dobie , per comments on the original post for this new feature, @Raafi Mohammed said, "please try 1920 x 300 and let us know if that helped with the gradient image for the banner." Please post back and let us know whether or not this works for you -- thanks!

[Pratibha Andukuri]

Portal view unable to add fields :

At the moment, I’m unable to add or sort by fields such as Created Date, Last Modified Date, or Priority in the list view — the edit functionality doesn’t support this. The Help Center only displays up to 6 columns, and there doesn’t appear to be a way to configure this from within the JSM project settings.

Is there a way to include additional columns like Created Date, Last Modified Date, and Priority?

Our customers often have hundreds of tickets and currently need to open each one individually to view these key details.

Also, is there a feature that allows exporting or downloading ticket data from the customer portal with these essential fields included?

Any guidance or insights on this would be greatly appreciated.

Thanks,

Pratibh

[Dexia O_Shea]

@Raafi Mohammed Hello, I wanted to flag that I had to manually add the banner, as I needed to present the portal to the client on the same day the changes were rolled out. While I understand the intention behind the update, the current banner doesn’t align with the needs or aesthetic of my project—it actually looked much better prior to its inclusion.  At the moment, I’m not seeing an option to remove it on my end, so I’m assuming this would need to be handled on your side. Could you please advise on how I can remove it, or assist in removing it directly?

[Timbo]

When is the double-nested scroll view being fixed? Please provide an ETA as it has been broken for 2 weeks with no way to revert back to the old style. @Raafi Mohammed I noticed there was no mention of this in your update post, not any other direct acknowledgement that I can see. 

[Céline - Maestrel]

Hi,

When not uploading an image for the banner, it is fine on the homepage, with the search bar. But on project portal, it shows a banner with plain background. How can I remove it, it is honestly weird...

Home is OK:

Individual portal is NOT OK:
The portal should not display any banner background, if there are no images, no text... Is there any additional set up I have omitted??

Thank you.

[Ken Rose]

Much needed, thanks.

I believe the Service Management Portal is for searching the Atlassian KB. However, I don't plan to use the Atlassian knowledge base. Is there a way to remove the search function?

[Adrian Bogacz]

Hi,
Why is it that in the options to change the appearance of the Help Center in different places there are different options to choose colors to set? For example, when it comes to font colors in rich content you can only set from the Atlassian color palette, the same is true when in the section editor you want to set the background color of such a section then you can also from the palette of preset colors.

For that, in the main settings for the appearance of the portal (the ones that have always been there and have now been expanded to include navigation settings) you can choose any color from HEX.

Are you going to make these settings more consistent in the near future, so that more colors can be selected for customizing fonts or section backgrounds?

[Timbo]

Sorry to repeat... 

When is the double-nested scroll view being fixed? Please provide an ETA as it has been broken for over a month now with no way to revert back to the old style. @Raafi Mohammed I noticed there was no mention of this in your update post, not any other direct acknowledgement that I can see.

I am pinging other dev's I've seen posting here before to get more attention on this, sorry to kick up such a fuss, but this has been broken since launch, there is no way to revert, and the experience is terrible for our users. @April Chi @Jehan Gonsalkorale @Eugene Pak 

[Iris Wojtech]

Hi!

I was just surprised by the new customization options.
Good idea! Currently it is poorly implemented, because I can't change the color of the navigation bar at the moment.
Despite the banner, I tried to change it together with the banner background color, but no change here either.
Our navigation bar remains trapped in the (ugly) standard blue.

I hope that will be fixed quickly.

Thanks!

[Mathew Lederman]

@Raafi Mohammed I have to echo @Timbo the large banner on individual portals is ugly, wastes a significant amount of space, and provides 0 benefit for branding or end-users.

For JSM portals overall, will we ever get the native functionality to make a usable portal similar to Refined or Theme Extension by Deviniti? We have ~200 request types for our IT Service Desk and it's nearly impossible to find the right request type because of the absolutely awful UI.

Even your own marketing team recognizes what a functional service desk portal would look like. This below image was shared in an email "New Jira Service Management features for HR teams". This is exactly what we want in a service desk portal. Large, helpful search bar. Easily selectable request types, etc. Unfortunately, after checking with our CSM, I was told this was only a mock-up and not real functionality the team is looking to bring to life.

[Erin Trahan]

@Raafi Mohammed are there more updates slated to be made, preferably sooner rather than later?

The update on our Portal looks terrible on a normal monitor; you cannot even see the first few request types without scrolling and there is an abundance of dead space on the sides.

We use the announcement banner pretty often and the fact now we have:

• an upper navigation bar
• a (seemingly useless) rectangle of dead space
• and THEN an announcement banner that awkwardly stretches across the entire screen

That stack on top of each other with a lot of white space in between looks extremely unprofessional and busy. The image within the rectangle is even cut off awkwardly with no ability to change the focal point or size!

You cannot seriously tell me that this:

(New Portal look)

Looks better than this:

(Old portal look)

The sooner this change is reverted (or at least more options are added!!) the better. And no, Atlassian simply making the rectangle of useless space 'smaller' is not a solution.

[Timbo]

The radio silence here has been extremely disappointing to say the least.

[Mathew Lederman]

@Timbo but honestly, is it surprising? JSM is a sad substitution for a true IT Service Desk tool like ServiceNow.

[Raafi Mohammed]

@Dexia O_Shea @Céline - Maestrel Thank you for highlighting the challenge with removing the banner. We are planning upcoming work on bringing similar flexibility to the portal page as we currently have on the home page, and are reviewing options to provide greater control over banner visibility specifically. I will update you as soon as we have a solution or further guidance.

[Raafi Mohammed]

@Timbo I completely understand and acknowledge the ongoing frustration with the double-nested scroll view. Thank you for continuing to raise the issue. I recognize the significant impact this has had on your experience, and I want to assure you that resolving this is a priority for our team.

At present, we are coordinating closely with our internal platform team to implement the necessary changes and ensure an effective solution. I am actively monitoring progress and will provide an update as soon as more information becomes available. Really appreciate your patience and continued feedback as we work to address this as quickly as possible.

[Raafi Mohammed]

@Adrian Bogacz Thank you for your detailed feedback on the color customization inconsistencies across different areas of the Help Center. We are 100% committed to bringing consistency and hex code flexibility to these surfaces. We will provide an update as we make progress.

[Raafi Mohammed]

@Iris Wojtech It is actually possible to change the color of the navigation bar. If you’re having trouble with this feature or if the changes aren’t reflecting as expected, may I request you to please send me an email on mraafi@atlassian.com with the steps you’ve tried so far, and I’ll be happy to have a team member assist you further and provide detailed guidance.

[Raafi Mohammed]

@Mathew Lederman Thank you for your candid feedback on the banner size and overall portal usability. As shown in the mock, we are actively working on improving the layout customizability and provide more flexibility for branding and navigation, including features that align with the needs of larger service desks. Your input is helping shape our roadmap.

[Raafi Mohammed]

@Erin Trahan I acknowledge your concerns regarding excessive whitespace, the stacking of banners, and the announcement bar layout. We are currently planning upcoming work on modernizing the current design to streamline the interface and ensure a more professional, functional appearance. Stay tuned for further updates as we get to more clarity around timelines and finer details.

[Iris Wojtech]

@Raafi Mohammed 

That has been clarified.
I only selected the color and clicked on "Save" without first clicking on "Choose."
This is conditionally user-friendly, but I understand why this implementation was chosen.
Thank you for the follow-up.

[Gabriel Lences]

Sooooooooooo.....any updates? On basically everything that has been posted here?

Double navigation bars, needless dead space rectangle, HEX color picker for like section coloring and whatnot has been posted over here? Like should we wait a day, a week, a month , 6 months, 10 months for all of these things to be adressed? @Raafi Mohammed  it's totally cool that your team is working on addressing all of these feedback posts, but the question I see here repeatadly asked (and I cast my vote as well) is WHEN are we actually going to see some new possibilites and capabilities being introduced? If we can't have a timeframe at least let the customers optionally choose if they want to revert to the old look, sigh.