nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Delete customers

Mark Marlow

Hosted Service Desk. I have customers in my account i need to remove from my service desk project. I am project administrator. How do i do that?

Accepted answers

Jack Brickey

@Mark Marlow, cloud or server platform?

In cloud you can go to project > project settings > People > and click Remove on the customer

If you want to deactivate the customer altogether your System Admin can do so as follows: jira settings > User management > Jira Service Desk > locate the user and deactivate.

All comments

Victor Mutambuki

Mark,

How are customers coming into your service desk?

Are your the Service Desk Admin?

Are you a JIRA admin?

Victor

Mark Marlow

Hey Victor - i am project administrator. not JIRA admin. i think some of the email came in via portal request. Others were imported by JIRA admin.

Jack Brickey

@Mark Marlow, cloud or server platform?

In cloud you can go to project > project settings > People > and click Remove on the customer

If you want to deactivate the customer altogether your System Admin can do so as follows: jira settings > User management > Jira Service Desk > locate the user and deactivate.

Mark Marlow

That answered it. Thank you!

Jack Brickey

@Mark Marlow, You are most welcome. If your question is now resolved be sure to click the checkmark above to accept solution as it helps others when they have a similar question.

Oren Ninio

@Jack Brickey how can customers be removed from the system (I have a few customers that I no longer want to be able to raise issues)

Jamie Schwartz

BTW this changed now that it's Jira Service Management. You have to go to Cog > User Management > Jira Service Management and there you'll see only the portal users that were created that are not Atlassian/jira users.

Screenshot 2021-03-17 150124.png

Sebastian Östlund

this should be the top answer

Jack Brickey

actually that is not precisely correct based upon the OP. Let me provide a more complete and "accurate at the time" answer.

Jack Brickey

Disclaimer: I try to avoid necroposting but there are times when it makes sense. In this case I wanted to provide a more complete and up-to-date answer to this post. The answer goes beyond the OP question.

NOTE: This is a Cloud answer for Classic (soon to be renamed as Company Managed Projects)

There are three customer actions an admin can consider related to some form of customer-only-user removal:

Remove Customer from a Project - If you want to simply remove a Customer from a specific project and not all projects where they may be participating --> As and admin from the specific project go to Project settings > People, find the Customer in the list and click on Remove at the right.
Revoke Customer's access from all Projects - If the Customer should no longer have access to any projects in your instance then as a site-admin click on the cog/gear settings icon in upper right, select User management then Jira Service Management. Search for the Customer and click on the ellipses on the right and select Revoke access.
Delete Customer account - NOTE: I rarely ever, almost never, delete accounts. I don't see the value in this. The one exception is a scenario where I have duplicates for some reason. As a site-admin click on the cog/gear settings icon in upper right, select User management then Jira Service Management. Search for the Customer and click on the ellipses on the right and select Delete Account.

BTW....here is some official documentation - add-and-remove-customers

Tyler Lamb

There are NO remove buttons in cloud. Here is a screenshot. This is a real problem that is delaying our release of portal. We can't remove customers out of project customer settings. There is no remove option anywhere. There is no right scroll to move to the right, I have sized it down to 10% and they still are not visible.

Tyler Lamb

Jack Brickey

@Tyler Lamb , please read my post carefully. The remove button is not in the Customer screen it is under Project settings > People screen. If you do not see the Project Settings link then you don't have the necessary project admin permissions and will need to find who does.

Joshua Buison

Updated Oct 2025

Its here on Portal customer only.

Administration > Apps > Sites > Site > (Select your site instance) > Jira service management > Portal customers only

https://admin.atlassian.com/

Jamie A. Carpenter

seconded that this should be top answer for the current Cloud setup. 'Project settings > People' only allows you to manage customers who were manually created through 'Projects > Channels & People > Customers > Add customers'. Also, in the 'Projects > Channels & People > Customers' section, you can remove a portal-only customer from an organization, but can't manage them (disable, see last login, etc.)

If you're adding customers through other means such as a sync from a CRM, 'Cog > User Management > Jira Service Management > Portal customers' seems to be the correct way.

QW Admin

Thank you!

Zdeněk_2iu0s0

Thank you!

Nicholas Krebs_g6nm9n

Exactly what I was looking for. Thank you!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk