Restrict a Help Center to Certain Customers

Ryan Bullock

With the ability to create more than one help center in JSM, is it possible to restrict a help center to only certain customers? For instance, if we wanted to have a branded help center for one of our largest customers. Or are customers only able to see help centers that have projects linked that they are a customer of?

Raphael Lopes

Hello @Ryan Bullock 

 

Yes, it is possible to restrict access to a Help Center in Jira Service Management (JSM) based on the customers associated with the linked projects.

How Help Center visibility works:
Each Help Center in JSM Cloud is linked to one or more service projects. Customers can only see a Help Center if they have access to at least one project linked to it.

How to restrict access to a custom Help Center:
If you want to create a Help Center that is exclusive to a specific client:

Create a separate JSM project for that client
– This project will be the only one linked to the new Help Center
– Configure forms, fields, workflows, and themes as needed

Add only authorized customers to this project
– Go to Project settings → Customers
– Add users individually or by domain (e.g., @client-company.com)

Disable customer auto-signup for the project (optional)
– This prevents others from gaining access unintentionally

Link only this project to the Help Center
– That way, only customers with access to this project will see the Help Center

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What you cannot do:
You can't set direct permissions on the Help Center itself.
Its visibility is always determined by the projects it exposes.

Extra tip:
If you have multiple internal projects and want to make sure this client doesn't see anything else:

• Don’t add the customer to other projects
• Use separate domains or organizations
• Make sure cross-project links or automations don’t reveal issues across boundaries

 

I hope help you!!

 

Regards.