How to create customer groups

Maybe i've completely missed something but I really need to have this sorted and I seem not to be able to find the answer. 

I need to be able to group the service desk customers in various groups. i.e. per department within the company, per partners/clients/suppliers. I seem to read various articles where it is mentioned that it is possible to create groups for customers but all I see when I attempt is that groups are not available for customers.

Any help on this would be highly appreciated. I must say I thought this is highly important for our continous use of SD.


3 answers

Hi David,

It really depends on which User Directory you are using and what you want to accomplish with the groups.

By using the user pages (https//<YOUR CLOUD URL>/admin/users), you can create your groups and add the customers manually. Just make sure you don't put your customers in the jira-users group so they don't count towards your license limit.

In the Roles configuration pages of your JIRA project that you use for your Service Desk, you can include the groups of users that you want to be put in the customer role.

Kind regards,


Hi @Tom Moors [ACA IT] 

This sounds so easy but this is what makes me confused and frustrated. 

I created a new group, but when I want to add service desk customers to the group (Add user(s) to group) they do not show up and cannot be added. only JIRA users are in the list. Am I doing some thing wrong? I cannot see that I can make any settings on the groups I create either.

Thanks for your help!  

Hi David,

If you have a look at this

"they cannot be granted access to applications or added to groups."

In addition, the only option to add JSD customers to groups with the project role.

Hope this help.

NgaLai [Atlassian]

HI Nga, thanks for your response. however both links are broken. could you review and correct them, or what might have happened?

hi David, I have changed the links, hope it works now.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

358 views 1 1
Read article

Atlassian User Groups

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!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you