I have created a Customer Portal to receive Customer queries , when customer raise their issue , it is visible on my Board where I'm Admin . Can i do it using Service Desk Project . * I want my other teams could see the issue without taking the license . * But is there a way to show this issue ticket to other teams like Marketing , Finance etc. So when other team members make a comment internally it is visible to team . When it's marked done by the other team query should be resolved.

If you assign the team member to the role Service Desk Customer: 1. They cannot make Internal Comments. Those can be made only by Service Desk Team role members, and 2. They can see the issue only through the Customer Portal, and only if the issue has been Shared with them. They will be able to see only the information in the issue that is available to Customers through the Customer Portal. I don't think your requirement can be met except by assigning the user to the Service Desk Team role, which will consume either a JSM license or a Jira license.

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Is it possible to link the issue which is received from Customer Portal to other teams project board

Aditya Mohanty

I have created a Customer Portal to receive Customer queries , when customer raise their issue , it is visible on my Board where I'm Admin . Can i do it using Service Desk Project .

I want my other teams could see the issue without taking the license .
But is there a way to show this issue ticket to other teams like Marketing , Finance etc. So when other team members make a comment internally it is visible to team .
When it's marked done by the other team query should be resolved.

Accepted answers

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Ashok Shembde

Hi @Aditya Mohanty ,

Welcome to the Atlassian Community!

Yes, using Jira Service Management (JSM) and the Customer Portal, external customers can raise tickets without consuming Jira licenses. When they submit a query through the portal, the issue is created in the Service Desk project where you are the admin, and it is visible on your board.

Trudy P Claspill

Hello @Aditya Mohanty

Welcome to the Atlassian community.

The three ways a user can see a service desk issue are:

1. They are a Customer of the service management project, and are either the Reporter of the issue or the issue has been shared with them. They can see the issue only through the Customer Portal. Customer access does not consume a license.

2. They are a Service Desk Agent for the service management project. This consumes a Jira Service Management license.

3. You have Jira (fka Jira Software or Jira Work Management) installed on the same site, the user has a license for that product, and you give the user the Service Desk Team role in the Service Management project to make that user a Collaborator, as described here:

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

This consumes a Jira license but not a Service Management license.

Aditya Mohanty

How Can i schedule a call with any Atlassian support team .

Trudy P Claspill

An Product, Site, or Organization Administrator for you Atlassian Cloud products can open a support case directly with Atlassian at https://support.atlassian.com/contact/#/ and request a live call.

Most of the community members here are not Atlassian employees. Rather we are users of our own Atlassian products subscriptions trying to help others debug problems.

Aditya Mohanty

Hi Trudy , Should i assign my team members role as Service Desk Customer . Is that possible after that they can see , made internal comment on customer requests which is coming from customer portal.

Aditya Mohanty

You have Jira (fka Jira Software or Jira Work Management) installed on the same site, the user has a license for that product, and you give the user the Service Desk Team role in the Service Management project to make that user a Collaborator, as described here:

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

This consumes a Jira license but not a Service Management license.
I received this reply can you tell me how it is possible without taking license .

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