Customer (portal-only) management in JSM - self-service on- and offboarding

Question

Hi Atlassian community,

we are having around almost 3000 customer (portal-only) users in JSM and around 400 organizations. 
It´s get increasingly difficult to keep track on who gets added and removed as customers (on- and offboarded).
We are thinking about what kind of possibilities we have to make this process more automated and more self service. 
Now every onboarding comes in with a JSM request or email and offboarding's are done sparingly.

Ideally, the organizations could handle the On- and Offboarding of their colleagues themselves (with certain limitations). 
Is there any possibility to achieve a self-service portal when it comes to customer access management with JSM? Marketplace apps?

Are there any other best practices on how to deal with with the customer users and their organization in the Atlassian Cloud that you can recommend dealing with this amount of customers?

Cheers,
Simon

Olha Yevdokymova_SaaSJet · Answer

Hi @Simon Sahli

From what I understand, the main challenge you're facing is the growing volume of customers and the overhead of managing their onboarding/offboarding—especially as your team tries to stay on top of access changes across 3,000+ users and 400+ orgs.

With Smart Forms, external users (like org leads) don’t need to be added as Jira customers at all.

You can share a public form link that lets them submit onboarding or offboarding details—no Jira account or portal access required.

Even better: that form can be attached to an existing onboarding issue, so you don’t need to create separate tickets for each change. It all stays in one place.

This approach allows org leads to self-serve when their team changes—without blowing up your issue count or requiring agent time to manually add/remove users.

Simon Sahli · Answer

Hi @Olha Yevdokymova_SaaSJet,

I don´t really see how a form can help for the self-service, or automated, on- and offboarding of customers?
There is already a "Customer Onboarding" request type, where customers can request to add more of their colleagues to the JSM portal with all the information we need.

Cheers,
Simon

Simon Sahli · Answer

Hi @arielei,
I am just looking for a way to make sure that every customer only has active and relevant customer users within their organization.
Meaning that they can easily onboard new colleagues that shall use our portal and work with us and offboard users that do not work for them anymore.

Either by themselves, or if that is not possible how to best manage this, ideally as automatically as possible.

Is there any way that a customer user can see in the portal, which other users are in their organization? 
Basically list all request participants?

Thanks!