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Can I Use Jira Service Management For External Customers?

Huskey, Michael (M.)

I read a lot of the documentation and it says you can use Jira Service Management for External Customers, but after playing around with it I think that means external to my organization not to external as in random customers.

I know you can configure confluence pages to by viewed by anyone is it possible to have other parts of Jira Service Management visible to anyone?

Accepted answers

Jack Brickey

JSM can be used for internal or external customers. I am using for a wide variety of scenarios.

Internal: HR Staffing requests, IT, Facilities, etc
External: Customer Service, Customer technical assistance center, service order requests and tracking

When you define Customer they are 'free users' and as such do not have direct access to the applications but do have access to monitor the issues they created or are participating in via a Portal. They also have access to any Knowledge Base articles that are shared with the project.

All comments

Jack Brickey

JSM can be used for internal or external customers. I am using for a wide variety of scenarios.

Internal: HR Staffing requests, IT, Facilities, etc
External: Customer Service, Customer technical assistance center, service order requests and tracking

Huskey, Michael (M.)

@Jack Brickey Thanks for answering so quick. So for the portal I sent that to my wife who has no affiliation with our group and she gets a log-in page. Is there anyway to edit the customer portal to make them viewable by anyone? I am on the Standard Plan

Jack Brickey

What does "them" refer to in your above reply? Are you talking about making a JSM project publicly accessible or are you talking about sharing certain request w/ other customers. A really good place to start is with the documentation that describes Customer permissions - customer-permissions-for-your-service-project-and-jira-site . This link will provide you with a number of articles that should answer your questions. Basically, customers have access to one or more projects and they can belong to Organizations that control the sharing of reported issues and help silo your customers so that they cannot share w/ other customers. If no sharing is desired that is certainly attainable too.

Dirk Ronsmans

hey @Huskey, Michael (M.) ,

Just to chime in. You can open your project/instance open to be public too.

That means that anybody who has the url can pretty much create a request and their email address will be their identifying parameter.

They will not be required to sign up to the portal (they can if they want) but they will get a mandatory field being their email address. (if they enter an existing/real one that is up to them of course).

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-open-portal/

https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html

Irina_Bel_Stiltsoft_

JSM is meant to be a customer support tool, which means tickets submitted on the portal are visible to the person that submitted them and your team. Also, a person can see tickets of other colleagues if they're included in Organizations.

If you need the functionality of a public forum where all the tickets are visible to everybody, you can check Customer Case for Jira app. It is a portal for your external clients where they can submit their issues or ideas. It can be public (visible to everybody), private (restricted for specific email addresses or domains, for example, for your internal needs), or you can choose the option to make it a support service just as JSM(private communication with a support assistant).

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