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Atlassian Customer user and portal user

Yatish Madhav
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May 16, 2024

Hi

Please advise what the difference is between a user under Admin > Directory > Jira Service Management (Customer, not agent) and a customer that is listed under portal customers?

We have some ex-external users that previously had Jira Software licenses and we want to move them to portal customers and just want to clarify the above.

Thank you

Yatish

1 answer

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Emily _ DevSamurai
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 16, 2024

Hi @Yatish Madhav 

As far as I understand,

Customers:

Customers are users who create requests through the customer portal or by email. Customers do not have access to the Jira Service Management project view used by Jira administrators or Jira Service Management agents. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachments to requests
  • Add other participants to their own requests

Customers do not require a Jira Service Management license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your Jira Service Management

Portal-only Customers:

Portal-only customers can't access your products directly. They can only log in to your Jira Service Management portals. These users can:

  • send you requests from portals or email

  • view knowledge base articles in portals

References: What different account types can customers have?, Who are customers in Jira Service Management? - JSM FAQs

I hope this will help!

Yatish Madhav
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 16, 2024

Thanks @Emily _ DevSamurai -  i think it helps :) Though, after reading the reply, it still tells me that they are the same. I.e both can:

- can create tickets via the customer portal
- can create tickets via email
- can comment on, tickets
- can track tickets
- can share with other customers/participants (or their organization)
- can add attachments to the ticket on the customer portal
- don't have access to the  Service Management project view
- don't require a Jira or Jira Service Management license

Am I missing something ? :D

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