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Tips for setting customer permissions in Jira Service Desk

Hello to our wonderful Community!

With the majority of us working from home, we are seeing an increase in people using technologies like the Jira Service Desk portal to keep work moving. We thought it might be useful to provide some tips for new (and veteran) Jira Service Desk administrators about how to set portal permissions that are just right for your organization!

Overall, Jira Service Desk has a total of 4 customer permission settings you can set for your portal:

  • Only people invited by your team to the project can see the portal and create requests 🤫- This is useful for teams who have private use cases that want to ensure only the right people can use their service desk.

  • Only Jira users can see the portal and create requests 👯‍♀️- This is a more open version of the previous setting that allows all Jira users (Jira Software/Jira Core/Jira Service Desk) to access the Jira Service Desk portal. This setting is designed for entire organizations using Jira, or if the team(s) raising requests have Jira access. This setting also works for teams using Atlassian Access to sync their user base to Jira.

  • Anyone can create an account to see the portal and create requests  🔑- This setting means anyone can access your portal; however, they will have to create an account and verify their email before they can have access. This setting is useful for teams who only want verified email accounts creating requests in their Jira Service Desk portal.

  • Anyone can see the portal and create requests without an account 🌍- This setting opens your portal up to the world so anyone can get help without having to go through a login screen. This is useful for teams providing external customer, vendor, or any sort of third-party support and want to ensure minimum barriers for getting help.


*Agents and project admins can add new customers to a project at any time by including their email address in the “To” or “Cc” field when replying to a request’s email notification. Learn more about users and roles in Jira Service Desk.

In addition to these settings, Jira Service Desk also has built-in CAPTCHA protection to ensure you are protected from spammers and bots. We understand how important security is for Jira Service Desk customers and their stakeholders and are continuing to invest in new functionality to give you even greater control and peace of mind.

To learn more about customer permissions and how to set them, visit this page.
And to learn about how global permissions affect project permissions, visit this page.

1 comment

Nick Read May 5, 2020

Hi. How can I set permissions based on customer email domain?


The vast majority of our issues will be raised by or - I would like only those users to be able to create accounts. Is that possible?

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