Routing a Non-Atlassian URL to Atlassian

Scott McDonald

Hello,

We have a client exploring the possibility of adding JSM and Atlassian Guard to their ecosystem. They currently have a homegrown web interface allowing customers to submit requests, etc. They would like to keep that URL (www.clientsite.com) and point it to a JSM portal/help center.

Is this possible? Can we take their existing URL (Non-Atlassian) in Atlassian Guard and point it to the JMS Atlassian URL or does that need to be done with a Domain Registrar or firewall, or something else?

Arkadiusz Wroblewski

Hello @Scott McDonald 

Branded JSM URL is supported, but through Atlassian custom domains, not Atlassian Guard (which only handles identity and security).

https://support.atlassian.com/organization-administration/docs/add-a-custom-domain/ 

Configure this via Atlassian Administration→ Apps → App URLs → Add custom domain and add the generated records to the client's DNS.

Keep in mind that Atlassian requires a subdomain structure (like support.clientsite.com), so using a main domain like https://www.clientsite.com will require a redirect at their DNS or web hosting layer. Also, clarify whether they need this for the public help center or the internal agent view, as requirements differ.

Best,

Arkadiusz 🤠