Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can we have two separate Service desks , one for External Customers and second for Internal function

Hi There,


I have JIRA Service Desk in the Organization from last one year. Initially it was planned to run as Service Desk only for our External customers and we are using a customized service desk for the same.


Now If I want to integrate the Service Desk across our Internal Functions like HR , IT , Facility etc, can I use another Service Desk Portal without using the one which exposed to external customers in the same instance?


1 answer

2 votes
Jack Community Leader Sep 21, 2020

Sure. You can simply have separate projects - internal and external or if you really wanted or had a need you could have two separate installations. Access to projects in JSD is managed on a project by project basis so whether it is internal or external is really simply defined by the users email and which project(s) that email resides.

Hi Jack, sorry I confused you with my requirement.


My requirement is little different. What I am asking there is a Customer Portal where people can raise ticket and I wanted there two channels one to expose only for Internal functions and another different view / presentation at customer side to raise their tickets.

So in same JIRA instance keeping two different GUI (for external and internal) to raise tickets.

I am aware about two different projects and it's following as you explained. 

Jack Community Leader Sep 23, 2020

Not following. Do you want a single project to handle both internal and external customers but present them as independent portals? If so that is not possible, you would need two projects.


Hi Jack, I have attached a screenshot here. If you see, two blocks are giving two different UI's , one for External Customer and another only for Inside organization only with few Functional service desks (Sales, HR , Finance etc)

So, when Internal users login, it will be a new page and presentation which is different from External customers view.

Thanks for your reply, and let me know if I could clarify you here 

Jack Community Leader Sep 23, 2020

As drawn I would suggest two options:

  1. Use two different cloud instances altogether so that you can brand them independently and have two full Help Centers each w/ their own set of projects
  2. Consider a completely different portal option. You could write your own and reference the APIs or you might consider an addon like Refined for Jira. I played w/ this for a bit but didn't move to production ultimately.

Thanks Jack for the input. 

I got your point. Let me work on the second option. Can I know what was your requirement to choose second option?


Thanks a lot for your answers.

Jack Community Leader Sep 23, 2020

i basically wanted to have unique branded portals which worked. however, I wasn't a fan of the sign on process. it wasn't as seamless as I would have liked. But I know a number of folks use the solution effectively.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

241 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you