Why some of my Customers are also present in People list?

Question

Hi,

We recently started using Jira Service Desk. We are creating Accounts (adding Organisation and Customer), when we receive an email to our support. We hope that once the customer has an account and ticket on Service Desk, they will start using it instead of the emails...

We add Organisation and then Customer to it. However, some of customers also appear in Project Settings>People list. Why is that? We never added the customers in there? Should they be removed and what will change in terms of what they can do/see?

Many thanks,

Sandra

Angélica Luz · Answer

It can also be related to the permission scheme, for example, if there are collaborators or people with browse projects permission, they appear on the customer list only, and not on People.

Sandra Adams · Answer

Hi Angelica,

Thank you for your reply.

Customer permissions are set as follows:

Who can access the portal and send requests to Customer Support Portal?

Customers my team adds to the project

The customers do not create their accounts. Only our admins create accounts when the need arises (i.e. when a customer who is not on support portal yet sends us an email).

Based on your reply, it would seem that all our customers should be in both: Customers and People. However, only a small fraction of them appear to be in People's list. The setting has been the same since we started using JIRA Service Desk, so I am not sure why this happened.

Any thoughts?

Thanks,

Sandra

Angélica Luz · Answer

Hi Sandra,

Thank you for reaching out to Atlassian Community!
When an admin manually adds a customer on the customers' page, they will also appear on People's page on the role "Service Desk Customers".
If the project is set to "Anyone can send a request" on the Project settings > Customer permissions, accounts created by the customer when they send an email or when they created the account on the portal, will appear only on the customers' list.

Regards,
Angélica