When they log in to the customer portal, they should see a link in the top right corner called 'Requests'. From that link, they should be able to see the link.
If not, could you share a screenshot from a customer view?
Maybe an unconventional suggestion, but it almost seems as if someone just changed the background and text colors of the portal header to white, so it doesn't show anymore.
Navigate to your project settings, then select Portal Settings on the left and click View and customize the look and feel of your Help Center.
Then, as an experiment, change the colors of either the background or the text of the header bar to anything but white:
Hope that will do the trick ...
Atlassian Summit is an excellent opportunity for in-person support, training, and networking.Learn more
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG