nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Where is it possible to manage portal-only customers

André Neto Primo

I've contacted the AI support, and my problem is that it keeps mentioning a "Products" tab on the header or sidebar, but on our admin portal view(even for the org admin) we do not have that tab available. Is there any other possible method to access the portal-only customers?

Accepted answers

John Funk

Hi Andre,

This is a weird path right now, but click on Settings > Marketplace Apps and then click on the Take me there link on the ensuing page.

Then click on Jira Service Management on the lefthand menu (you will be on the Connected apps page right now). Underneath the Jira Service Management heading you should see Portal Only Customers - click on that.

However, I am not able to get there on my Free site. This would definitely be what is expected since it has to do with Permissions and you cannot control those in a Free plan.

If you do a trial standard plan long enough to free this up, you should be able to get there and make the changes you need. Then downgrade to a Free subscription again.

All comments

Susan Waldrip

Hi @André Neto Primo , welcome to the Community!

There is no "Products" tab or menu anymore, that term was changed to "Jira apps" recently.

When you open "Jira apps", click the Jira Service Management > Customer access menu on the left and you'll have access to Portal-only customer settings.

Let us know if that helps!

André Neto Primo

My question was more directed to whether or not it would be possible to actually manage the portal-only customers accounts, not the access itself, say for example if i wanted to deactivate a portal-only account. Thank you for taking the time to answer!

Marc -Devoteam-

Hi @André Neto Primo

Within Atlassian Administration, you need to go to the section Apps and then the option Sites, select your site and in the opened view, choose the option Jira Service Management and Portal-only customers.

Here you can manage all the customers that are on this specific site.

Susan Waldrip

Ah, okay. There's a lot of good information you can search for in the Community and in Atlassian documentation. I found this guide on portal-only customer management, would this help?

https://support.atlassian.com/user-management/docs/manage-accounts-for-portal-only-customers/

Alejandro K_ Brown

I'm looking for something similar- how to Edit a portal-only customer's name. The guides point to the same error found here - go to Products which doesn't exist. And I can't seem to find it within the "Jira Apps" section either.
Is this even possible in the new system?
Thank You in advance.

André Neto Primo

These guides lead me to the problem described in the initial question. They require access to the products tab, which isn't available, is it possible this is a feature only available for Paid plan JSM spaces?

André Neto Primo

Selecting the site following the steps you described this is what i'm getting shown
Screenshot 2025-11-21 184903.png

The site does have a name, however it shows up like this.

John Funk

Hi Andre,

This is a weird path right now, but click on Settings > Marketplace Apps and then click on the Take me there link on the ensuing page.

However, I am not able to get there on my Free site. This would definitely be what is expected since it has to do with Permissions and you cannot control those in a Free plan.

If you do a trial standard plan long enough to free this up, you should be able to get there and make the changes you need. Then downgrade to a Free subscription again.

Susan Waldrip

@André Neto Primo , @John Funk is right -- this is the page you'll see (I checked it on my free site). Thanks John!

André Neto Primo

Thank you John!

John Funk

You are welcome!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management

portal-only-customers