Heya, I have been struggling to find a solution to mobile view of the helpdesk portal. When the portal opens now it does not scale well and the Rovo agent blocks the full view of the portal. * Searchbar text - how do I write a shorter text? * Should I just disable the Rovo agent? * Virtual agent also goes completely insane on the forms page? When I look online, I see a completely different view for mobile which goes full width, but that is not visible for my site. Am I doing something wrong? To try it yourself, the url is: https://i3group.atlassian.net/helpcenter/i3connect-support/portal/1023/group/-1 Cheers, Rhys Screenshots

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; } } }

Mobile responsive helpdesk portal does not seem to work?

Rhys Duindam_a9cz5q

Heya,

I have been struggling to find a solution to mobile view of the helpdesk portal. When the portal opens now it does not scale well and the Rovo agent blocks the full view of the portal.

Searchbar text - how do I write a shorter text?
Should I just disable the Rovo agent?
Virtual agent also goes completely insane on the forms page?

When I look online, I see a completely different view for mobile which goes full width, but that is not visible for my site. Am I doing something wrong?

To try it yourself, the url is:

https://i3group.atlassian.net/helpcenter/i3connect-support/portal/1023/group/-1

Cheers,

Rhys

Screenshots

Screenshot 2026-03-17 at 09.17.04.png Screenshot 2026-03-17 at 09.16.46.png

Accepted answers

Arkadiusz Wroblewski

Hello and welcome @Rhys Duindam

From your screenshots, this does not look like something you are doing wrong.

In JSM Cloud, the mobile portal behavior is mostly Atlassian-managed, and the supported customization is around things like portal/help center text and branding, not the underlying mobile scaling.

For the Rovo agent yes, I would absolutely test the portal with it disabled first, because that seems to be the biggest blocker in your screenshots. If the layout is still poor after that, you must live with it. It's not something what we can influence.

All comments

Arkadiusz Wroblewski

Hello and welcome @Rhys Duindam

From your screenshots, this does not look like something you are doing wrong.

In JSM Cloud, the mobile portal behavior is mostly Atlassian-managed, and the supported customization is around things like portal/help center text and branding, not the underlying mobile scaling.

Rhys Duindam_a9cz5q

Thanks for your answer I did notice a difference yeah. Shame the search bar doesn't scale. I can't seem to change the text either? The rest seems to work ok like this. Also noticed that you needed to have a logo that was not particularly wide, as it then expands the entire frame beyond the viewport of the mobile device... clear bug :P
Screenshot_2026-03-17-13-18-48-92_40deb401b9ffe8e1df2f1cc5ba480b12.jpg

MobilityStream

Hi @Rhys Duindam ,

You are correct the portal's mobile behavior is pretty limited and there isn't much you can tweak beyond the basic branding settings you've already played with. Things like the oversized search bar and logo overflow are on Atlassian's side, not yours.

If your main goal is a clean mobile experience for agents working tickets rather than relying on the help center layout, you might look at our paid Mobility for Jira app (I'm with Mobility Stream). It gives a dedicated mobile app for Jira/JSM with proper mobile UI and support for Assets and Forms, so you can essentially sidestep the portal's responsive quirks.

Docs are here if you're curious about the details: https://docs.mobilitystream.com/mfj/

If you want to dig deeper into your setup, feel free to drop us a note at support@mobilitystream.com.

Kind regards,

The Mobility Team

Daniel Vest

You may want to try out Refined. It has been a huge help and a great improvement for UX for our deployment of JSM.
https://www.refined.com/solutions/it-service-desks

Rhys Duindam_a9cz5q

Yeah I saw that, but I am a little curious if the AI search etc integrates with Rovo search and therefore also can make tickets and handle scenarios? Did you have any experience with that?

Rhys Duindam_a9cz5q

Heya thanks for the information!

KC Wong_akqwi1

You are correct the portal's mobile behavior is pretty limited

Understatement of the year! It's downright unsuable. What responsive UI? Even on laptop screen components are often hidden out of screen (e.g. Filter search result screen, select column dialog actually has a save button you need to click but on laptop resolutions it is outside the bottom of the screen unless you zoom out).

I'm in a meeting with a client right now, a coworker is demonstrating the customer portal on mobile browser. Guess what the client's been saying the last five minutes.

The non-stop Rovo popup, how obnoxious it is, and how long does it really take Atlassian to fix? At this point you have to believe they are doing it on purpose.

Raj Sehmi

@Rhys Duindam I'm from the Refined team 👋, stumbled across your question here:

The AI functionality on Refined Sites isn't integrated with Rovo - it's built on our side from ground up. It's on the roadmap to use Refined AI to create tickets and handle scenarios as well - coming sometime later this year.

For now.- you can embed the Rovo AI agent on a Refined site via custom HTML, see walkthrough here: https://www.loom.com/share/0cf9f36453ed49afafaeb52dad270da6

Hope this helps!

/ Raj

Rhys Duindam_a9cz5q

Hey Raj,

I've actually considered moving the whole thing to Refined so I am interested. Is there a way to get in touch with you guys so we can discuss how things can fit together? For example I am curious how competitive you guys are to the Customer Service Management setup?

Cheers,

Rhys

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