User Login from WIX Homepage into Jira Service Desk

Question

Hi there,

we have a WIX Website with a Customer Login Area and use the Classic Service Desk (Cloud) for our customers to create Tickets.

The Classic Service Desk requires a Customer Login and should not be accessible for everyone.

We did not enable the Widget as we do not want to open the Service Desk to everyone. It is clearly for registered customers/users only.

From a customer point of view: If the customer logged into its personal account pages on WIX Website with its Username and password, wants to raise a Ticket (via e.g. clicking on a button on the Website, to be redirected to the Service Portal) it would be great to avoid a 2nd login into the Service Desk.

Long story short: If the customer is logged in on our Website it should not require a 2nd login to the Service Desk.

Would this be feasible? If so, any idea how?

Cheers,
Diana

Petter Gonçalves · Answer

Hello @Diana Engelland

You are welcome.

Actually, to achieve the workaround you will need to add the user as a customer and also as a default verified Jira user with Atlassian Access, however, without any product access configured to him.

This will ensure the user will not be consuming a Jira license and will only be available to access the portal, enabling the SSO for all Atlassian Products with the same login information that your site currently uses.

Please, take a look at the documentation below for more details about verified accounts:

Verify a domain for your organization

Diana Engelland · Answer

Thank you for your feedback @Petter Gonçalves 
I voted for the SSO Integration.

For the workaround, would it mean that I add the external customers under the section "Customers"or Project Settings/People (role Service Desk Customers) to have them setup?

Thanks again!

Petter Gonçalves · Answer

Hello @Diana Engelland

Welcome to the Atlassian Community!

Per your description, I understand you would like to create an SSO connection (Single sign-on) with your Jira Service desk site, so the customers would be able to create tickets in your restricted service desk as soon as they have logged in your site.

Unfortunately, the Customer portal of Jira SD does not have an SSO connection, however, we created the following feature request to implement it:

SSO integration with JIRA Service Desk

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a workaround, If the customer (portal-only user) has an email address verified with Atlassian Access, the site-admin can migrate the account to Atlassian account so that the customer can log in with SSO. Once migrated, ensure that the site access is enabled and ensure that there is no application access. This will ensure that there are no licenses consumed and have the users treated as customers.

Let us know if you have any questions.