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How can i rename customers in JSM

shripati

I have a customer named Ajita for `collections@engati.com` email. Now this is showing up to the customer too when they view it in my Jira portal for the customers.

They have asked us to rename this to `Billing & Collections` instead of the name `Ajita` for that email address. How can i rename the customer info.

Steps that i have tried so far,

1. I deleted and readded the customer

2. I deleted the organisation and added a new one called collections@engati.com

image (42).png Screenshot 2024-06-04 at 11.38.42 AM.png

Accepted answers

Nadhila Savira

Hi Shripati,

This is Nadhila from Atlassian.

I think this depends on the type of account the customer has. Do they have an Atlassian account, or Portal-only Customer account?

If they have a Portal-only Customer account, you can follow the instructions here: https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/

Regardless, your customer should be able to change their name themselves through the following link: https://<your atlassian site>/servicedesk/customer/user/profile

Hope this helps!

All comments

Ciara - _Eficode_

Have you tried to rename the customer using the following documentation:

https://support.atlassian.com/jira-service-management-cloud/docs/edit-a-customers-name/

shripati

Hi Ciara,

Thank you so much for your response. I really appreciate the time you took out to help me.

I had come across this documentation earlier, and I have tried navigating to this options mentioned here. But when I login to my account, under "Settings" I don't see "User Management" option at all.

PS - I am an Org Admin and have the highest level of access possible to the Jira account.

shripati

I have also additionally tried to follow - https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/ and somehow I don't see the option there to manage the customers.

Screenshot 2024-06-04 at 8.10.49 PM.png

Nadhila Savira

Hi Shripati,

This is Nadhila from Atlassian.

I think this depends on the type of account the customer has. Do they have an Atlassian account, or Portal-only Customer account?

If they have a Portal-only Customer account, you can follow the instructions here: https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/

Regardless, your customer should be able to change their name themselves through the following link: https://<your atlassian site>/servicedesk/customer/user/profile

Hope this helps!

shripati

Awesome. This is super helpful, Let me try this out and excited to see which of these options work. Thanks again for your response.

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