Separate portals: external customer portal - no login required, internal portal - login required

Question

Currently evaluating Jira Service Desk Cloud, and we need to have two portals:

1. One for external customers where, ideally, they are not required to login to submit tickets or access the KB. While submitting a ticket they would create an account and have to login to view tickets they have previously created.

2. One for internal customer who are required to login to submit tickets, view tickets and access the KB. Login using SSO.

As part of this, we would want to send people to their portal direclty, without any link to the Helpdesk main page being visible.

Is it possible to do this? I'm struggling to find how to set this up.

Randal Jew · Answer

Do you know if the no login option for the customer portal will work for Jira Service desk for server version instead of just Cloud?

Daniel Osborn · Answer

Many thanks, Vasily. That's clear and with some playing, I've got it work.

Vasi · Answer

Hey Daniel,

I am not 100% sure I understand your request completely, however will try to explain based on my understanding.

So we have a Customer's Portal (Help Center) from where customers are able to log issues. For a Jira Cloud instance it will look like:
https://<instance_name>.atlassian.net/servicedesk/customer/portals

Now, depending on Project settings you will be able to submit different issues.

For example:
- Project A has 2 issues types you can submit: IT department, Accounting. You can configure to have issues logged for this project without logging in (I will provide details later).
- Project B has 2 issues types you can submit: Expenses, Travel. You can configure to have this issues logged in only by existing users, or users you add to this project yourself.

As a result, you will have a Help Center that shows different list of available issue types to be submitted depending on whether user is logged in or not. And if user is logged in, user's permissions are checked as well.

First of all, I am suggesting you to go through this blog:
Introducing the login-free portal for Jira Service Desk Cloud

After that you will need to check customer's permissions in Project, this is a good explanation:
Set up customer permissions

As for SSO - you can certainly configure it and from Project's perspective, these users will be similar to any other users.
SSO topic is quite broad and I would suggest you to start with this article to get a basic understanding:
Does Atlassian Cloud support SAML?

Hope I addressed your question and things are a bit more clear now :)

Thanks,
Vasily
Atlassian