Portal Access without Atlassian Account

[Stefanie Berger]

Can Customers add a request on the JSM customer portal without creating an Atlassian Account? I think this was possible some months ago but it changed in the meantime.

Best regards

Stefanie

[Arkadiusz Wroblewski]

Hello @Stefanie Berger 

Yes, they can. If settings are right.

Set up and manage help center access | Jira Service Management Cloud | Atlassian Support

Best,

Arek🤠

[Stefanie Berger]

Thanks Arek, but in the text it says "an account will be created for them". So they need to get an Atlassian Account during the process.

[Arkadiusz Wroblewski]

It has always worked like that.

You right to bouncing that back, I should have worded that more precisely.

Customers can submit a request without logging in if anonymous portal access is enabled. But Jira Service Management still needs to create or use a customer identity in the background, because the request has to be linked to an email address.

Think about it logically: how should the system know who the ticket belongs to, or personalize the communication, without some kind of customer identity behind it?

JSM always need Identity to track requests and Communication

Best,

Arek🤠

[Stefanie Berger]

I understand that it needs identity (email adress). But it pushes the user to creat an atlassian account.

I am woried that we have to pay the Atlassian Guard Fee for the users.

[Arkadiusz Wroblewski]

@Stefanie Berger 

No at all. 

For normal portal customers, they should not consume Guard licenses.

Atlassian also documents the Guard Standard billing quite clearly, if you have JSM agents and many help seekers or customers, those help seekers are not counted toward the Guard Standard bill.

Here Customers will be laying under "They only have acces to JSM Help Center"

Manage your bill for Atlassian Guard Standard | Atlassian Support

PS: Haha, I edited the first paragraph. I have no idea how I got to JSM licenses instead of guard.🤔🫣