Ability to Make Customer Experience Public and Disable Request Submission and Account Creation

Question

Hello,

I wanted to see if it is possible to make a public facing CSM portal while also limiting the ability to submit requests through the portal.

In our previous experience, making our Confluence space public did not work out as this showed more information than we intended and also did not allow as much customization as offered from CSM.

We are trying to make a public facing portal that would be used by our customers to get information on navigating our site and getting basic information to troubleshoot issues. To accomplish this, I created a customer experience and set customer access to anyone. However, in order to make this site truly public facing and allow users to see the site without needing to log in, I needed to allow customers to be able to create accounts. This is something that we really want to limit as we would need to manage the created accounts and also we want to be able to restrict that option as the site would be public facing and we don't want anyone to be able to create accounts even just as a customer.

We have a JSM portal that we use with our internal staff where they are able to submit requests.

If we are not able to limit users from being able to create accounts, is there a way to hide the requests option or at least disable it?

Olha Yevdokymova_SaaSJet · Answer

Hi  @jverdoza

I think the tricky part here is that public visibility and customer account creation are still tied together in Customer Service Management.

For a Customer Experience to be accessible to anyone without logging in, Atlassian currently requires the global customer-access setting to Allow customers to create accounts, together with Allow anyone to view your support website without creating an account. Those account-creation settings apply across customer experiences, not just to this one public site.

You can control which forms are available through the support website, since CSM forms can be enabled per channel. However, I couldn’t find a separate native setting that gives you a true public, knowledge-only Customer Experience while completely disabling account creation and request submission for anonymous visitors.

So your use case seems to expose a real gap: you want the CSM support website primarily as a branded, public self-service knowledge site, while request creation stays restricted to your existing internal JSM portal.

If separating those two experiences is an option, another approach could be to keep the public informational content on a website or another public knowledge surface and reserve Jira/JSM only for the authenticated support flow.

If you ever need forms on that public site without creating Jira customer accounts, Smart Forms for Jira, can also be embedded on external websites or shared by public link. External users can submit without Jira access and accounts, while the response can still create or update a Jira work item internally. That doesn’t change CSM’s own account model, but it can help when you want to separate the public-facing experience from Jira user/account management.

Germán Morales · Answer

Hi @jverdoza , welcome to the Atlassian Community!

You cannot currently combine a fully anonymous Customer Service Management support website with Don’t allow customers to create accounts. Anonymous access requires Allow customers to create accounts together with Allow anyone to view your support website without creating an account. Turning account creation off makes the experience invite-only.

The closest native setup is to keep anonymous access enabled but make this customer experience content-only:

* Leave every form disabled for the Support website channel, since forms can be enabled separately per channel.
* If you use the AI customer service agent, avoid Automated handoff and do not include the contact-form link in Send customer next steps.
* Do not expose the support email address for this public customer experience.

This removes the available request-submission paths, but it does not remove the ability to sign up. I could not find a documented setting that keeps the website anonymously accessible while also disabling account creation or separately hiding the Contact or Requests navigation.

To prevent external CSM customers from accessing your internal JSM portal, an organization admin can go to Atlassian Administration → Apps → Sites → Service Collection → Portal-only customers and disable Allow portal-only customers to get support in Jira Service Management.

See Manage customer access to your channels, Create forms to receive requests, and Configure AI agent handoff.