Service Desk Customer invite problem


I would like to invite a customer to JIRA Service Desk but I got the following error message: "Could not invite some customers", "User not found ''."

I should mention that I've sent an invite last week Thursday but the customer didn't get any email so I decided I send the invite again, unfortunately without much success. 

Would be very good if that customer can use the service desk.

What can be the problem and how can I solve it?

4 answers

Hi Ramóna, 

Once you invite a user to JSD, the user is already added into the customers' list. To invite him/her again you must proceed as follows:

  1. Visit Cog Icon > User Management
  2. Right next to 'Active Users' dropdown, select 'Service Desk Customers'
  3. Deactivate this user and wait a few minutes
  4. Go back to your JSD and invite this customer again

This should do the trick. smile

Hope this helps!


Hello Elisa,


Thank you for your answer!

Unfortunately I've tried but that customer is dissappeared, it means I cannot see under the "usermanagement".





Hello again,


the problem is solved, thank you for you help!

I am running the server version fo service desk and I do cannot find the Service Desk customers under the user management page.  Is there somewhere else that I can find this list?


I have invited customers and there are no error messages shown, but there is also no email sent either.......


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,225 views 2 14
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