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Can i disable customer portal for customers and only handle ticket creation with email?

How do i disable customer portal for customer users or i do not want to disclose customer portal to customers. Only tickets will be handled by e-mail?

5 answers

1 accepted

1 vote
Answer accepted

Tip: If you send the mail, you can use following plugin to give the customer an public view (he see what you want) to the issue and the status:

Meanwhile we also have a new better plugin which has many more configurations:

Share Your JIRA

stop stop stop t recommand a plugin! 

Like # people like this

Hi Jijo,

Have you tried to disable "customer" module of JIRA Service Desk Add-on?

Simply go to "Add-ons"->"Manage add-ons" in Administration. Then find the module, expand its list of modules and search for "customer" module. Disable it.

Thank you for your answer, this works for me.

0 votes
Adrian Atlassian Team Apr 06, 2015

You can disable a service desk portal from the associated JIRA project's administration > Service Desk page. Please make sure you a logged in as administrator. 

But that would disable all service desk functionality entirely. Is there a way to only disable the "Customer Portal" pages, but keep everything else, so that you get a workflow that is purely based on email? The email notifications should also not refer to the (inactive) "Customer Portal" pages.

@Adrian, do you have a link to some more specific instructions as to how to do this. I can only find "Portal Settings." Thanks.

Thank you both for your answers

@Adrian, I know that option, however i would like to hide portal web page, It should still function the Service-desk using email


@Steffen, That plug-in seems good for customers who want to hide the portal, and work with a unique link, Thanks!


Hi, Sorry for bringen an "old" ticket up - but any new thought to this.

I really would like the SLA part for several projects, without portal and requests...all users do have real JIRA accounts

Jack Community Leader Jun 08, 2018

Normann, you can hide all request types from the portal. the customer can still access the portal and view their requests but they won't be able to create any.

Thanks, I was aware of that. 

A kind of reprahse - I have several Software project (with links to Bitbucket etc) that I would like to enable (at least) the SLA part og JSD ... without breaking the "Software" - developer Tool access.

I am quite sure the answer is "no", seems theres no way getting all parts of JIRA (CORE+SD+Software) in One project, as Atlassian Designed it....


PS: To Jijo John - Sorry for writing on this issue....

This works for cloud, so i guess it would be the same for server.

If you want to delete a project, so that is cant been seen or actioned via the customer portal, then change the permission scheme, and this will delete the project visabilityfrom the portal, and the ability to raise tickets via the portal.

  • go to permissions schemes, find the project you want to edit and click permissions.
  • You should then see a permission called "Browse Projects" click remove, this will give you the option to remove "Service Desk Customer - Portal Access".
  • Once done refresh your portal and like magic the project has gone.

hope it works for you like it did for us.

This also make it impossible to raise tickets via e-mail :-(

Like Jack likes this

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