How is Atlassians customer service portal built?

Question

Hey out there. I am hoping to mimic one of my JSM Projects after the dropdowns in Atlassians "Contact Us" customer portal. The goal is to simplify the experience for the customer - one dropdown menu that leads to the right request type by answering questions. This would be preferable to the customers seeing groupings such as "common requests" and then having to search through requests types within those groups.

I originally thought Atlassians drop down menu was form based, but I'm not currently sure if this is the case. How would that form have the functionality of each unique Request Type within it? Can anyone share if they know how it is built?

Manoj Kumar Gangwar · Answer

Atlassian's "Contact Us" customer portal dropdown functionality is likely achieved using a Dynamic Request Form built within Jira Service Management (JSM). It simplifies the customer experience by presenting cascading dropdowns or conditional logic that dynamically routes users to the appropriate request type based on their answers. Here’s how you can mimic this functionality:

1. Using the forms>

In Project Settings > Forms, create a form with dropdown fields corresponding to the customer’s query.
Configure conditional logic to display or hide additional fields as the user selects options.

Map Fields to Request Types>

Use field values (e.g., dropdown options) to drive the request type assignment.
Configure Request Form Field Mapping in the request type setup

2. Use Jira Automation to route the request based on the selected value.

3. Use categories in JSM to logically organize request types but show them as a single dropdown.
Go to Project Settings > Portal Settings > Group Request Types and adjust visibility.

Septa Cahyadiputra_zgeimr · Answer

Hi there,

First and foremost, I do agree that the main portal of JSM is meant for easy to launch purposes instead of open for customization. As described below, the customization level available out of the box is limited.

* https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/

I would highly recommend you to build an independent main page before linking your customer to the appropriate portals. Hence, your customer won't access the main JSM customer portal.

I believe this is what Atlassian done on their "Contact Us". Hopefully someone from Atlassian could clarify this.

Hope it helps.

regards,
Septa Cahyadiputra