Customer Portal

[Teejay]

How can we create multiple customer portals in JSM such that some are internal client facing and others are external client facing?

[Brant Schroeder · Accepted solution]

@Teejay 

Each Jira Service Management Project you create will have its own unique portal.  You can make portals publicly accessible where anyone can sign up or you can limit a portal to specific customers.   This KB will help you if you want to limit customer access to a portal https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/ 

The easiest setup would be to have an internal and external project and not limit access.  In this case, an internal client or external client could accidentally submit an issue in the wrong portal but if you are communicating the portal links to them this is a low possibility.  This will be easier to maintain as well.  

If you have requests or knowledge base articles that should only be accessed by internal or external customers then locking it down to those specific customers would be the way to go.

[Teejay]

@Brant Schroeder Thank you so much, this clearly takes care of my question. 

[Irina_Bel_Stiltsoft_]

Hi @Teejay ,

Additionally, you can set up multiple forums for your internal team or customers via 

Customer Case app for Jira Cloud:

• Create a forum for any type of Jira project even to Jira Service Management. It's another way, for example, for team members that don't have JSM's Agent licenses to submit ideas to a JSM project
• Create a public portal for customers where they can vote, and comment on each other's requests (it's like your customer community). Then you can prioritize their requests by the number of votes
• Create a portal dedicated to your team or customers restricted with emails or email domains