Settig up portal view for JIRA tickets

Question

Hello Team ,

Need to understand how can we setup portal view of the JIRA ticket .

whether the customisation can be done by us or needed JIRA support ?

Any additional cost is required to enable the view? Will it impact any existing license ?

Can you please assist.

Trudy P Claspill · Accepted Answer

Hello @Sudipta Shekhar _ TCIN

Welcome to the Atlassian community.

Are you talking about a view for unlicensed user, like a customer portal?

If so, the product for that is Jira Service Management. That is a separately licensed product from Jira, and it support Space configurations designed for interacting with customers.

https://www.atlassian.com/software/jira/service-management

You would incur additional cost if you add that product to your environment.

The portal view options are also available only for Service spaces. You would not be able to enable that view for existing Software or Business spaces.

If you have JSM your administrators can set up Service spaces with customer portals without requiring Atlassian support assistance.

Arkadiusz Wroblewski · Accepted Answer

Hello @Sudipta Shekhar _ TCIN

If you are looking for that clean, customer-facing portal where people can raise and track their own tickets, you are actually describing a feature of Jira Service Management (JSM). It is a common point of confusion, but standard Jira even at the Premium level doesn't have a built-in "portal" toggle for regular projects. To get that specific interface, you need to be using a Service Management project type.

The good news is that you don't need to wait on Atlassian Support to get this running. If you have JSM, your own site or project admins have full control over the setup. They can design the request forms, add your company logo, and set up custom announcements without needing any outside help.

From a cost perspective, this setup is actually very friendly. In Jira Service Management, customers are free. You can have an unlimited number of people using the portal to submit tickets, and they won't consume any of your Jira Premium licenses. You only pay for the "agents" the people on your team who are actually logging in to resolve those requests.

Before you go too far down the configuration, it’s worth checking one thing: does your current site already have Jira Service Management active, or are you working strictly with a Jira Premium (Software or Work Management) subscription?