GET /servicedesk/{id}/customer returns fewer customers than the JSM Customers page shows

Question

What we see

* API response: size: [13], isLastPage: true. There is no next page.
* Project settings → Customers page in the UI: [50] customers.
* Difference: [37] customers appear in the UI but not in the API response.

The 13 returned customers are the first 13 rows of the UI list. Every customer after that is missing, including customers with a visible email address.We also tried the same call as a logged-in user and via a Forge app, with the same result.

Expected behaviour

The API should return every customer shown on the project’s Customers page, or the documentation should explain which customers are excluded and why.

Arkadiusz Wroblewski · Answer

Hello @Pranay Chhibber

There’s a relevant Atlassian issue: JSDCLOUD-18992 — JSM Customer API returns incomplete results.

It records engineering confirmation that this endpoint doesn’t reliably retrieve the complete Customers page list, even with correct pagination. It’s currently unresolved and marked as Gathering Interest. 🧐👀

Your results look consistent with that limitation, although Support would need to confirm your specific case. You’ve reproduced it both as a logged-in user and through Forge, so you should open a support case referencing this issue, with your request parameters and the 13 API / 50 UI comparison.

Best,

Arek🤠

Josh · Answer

Hi — that exact pattern (API returns the first N rows, isLastPage: true, UI shows more) usually means the endpoint is not listing the same population the Customers page is showing, not that pagination is simply stuck.

Things to check:

* Query params. Call GET /rest/servicedeskapi/servicedesk/{id}/customer?start=0&limit=50 (and again with start=13). Some clients default to a tiny page and mis-read isLastPage when the filter under the hood already excluded people.
* Organizations vs customers. The Customers UI often mixes portal customers, organization members, and agents who can raise requests. The /customer endpoint is narrower. Pull org members separately via /rest/servicedeskapi/organization (and each org's users) and compare counts.
* Who the token sees. A Forge app or API token may only see customers in orgs the caller can administer. Try the same call as a site admin session vs the Forge app identity.
* Cross-check with user search. GET /rest/api/3/user/search?query=&maxResults=50 (or customer-specific filters where available) to see whether the missing emails exist as customer accountType at all.

If after paging by start/limit and expanding organizations you still get exactly the first 13 of the UI list and nothing more, that is worth a support ticket with the project key, the 13 vs 50 counts, and a redacted sample of a missing customer's email — it reads like a product bug or an undocumented filter on that endpoint.