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Customers in same Company cannot see each other's requests.

We are using Jira Service Desk to take questions from our Pre-Sales Team.

Individuals seem to not be able to view requests sent by others with the same email domain.

Unfortunately, I cannot draw any patterns. Is there some sort of setting that I may have missed here?


  • Jira Cloud
  • Allow customers to create accounts
  • Customer sharing:
    Customers can search for other customers within their organizations

Thank you!

2 answers

2 accepted

2 votes
Answer accepted

Figured it out.

Although they had the same domain name, the "Customer" was not included in the same "Organization" 

So I had to go to Customers > Select Organization > Manually Add customer to the selected Organization. 

Greenshot 2021-11-18 10.28.15.png


1 vote
Answer accepted
Alex Koxaras Community Leader Nov 18, 2021

Hi @royce_duong and welcome to the community!

Please go to cog > products > configuration (on JSM) and make sure that the below option is selected:


This will automatically share any request with the organization.

I checked and found that this was also activated.

Found the resolution. For some reason the "Customer" was not included in the "Organization"

Had to manually input them into the Org. 


Like Alex Koxaras likes this

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