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How can I remove portal-only customers from a specific project/portal?

I have 15 different projects on our service desk portal for various departments in our organization, and I'm trying to restrict who can submit requests to those projects by removing the organizations from the projects I don't want them to have access to.

However, once I remove an organization, the individual users show up on the customer list, and there's no option to remove the individual customers.

I feel like the answer is probably obvious, but I can't figure out what I'm doing wrong.

5 answers

4 votes

Hi everyone,

I know it has been a while and Jira Service Desk changed a lot since 2017, but I would like to share the actual process for removing customers from projects.

1 - When you add a customer (outside an organization) on the customer's page, it will automatically show the same customer on the People's page with the role "Service Desk Customers". So to remove the customer from the project, the right place is the People's page and not the customers' page.

2 - To remove a customer from an organization, you can just click on the X next to their name.

Note that, when a project is open to anyone that has an account to open tickets, they will only show on the customers' list and it's not possible to remove them since the project is for everyone.

For more details, please check the documentation below:
- Setting up service desk users


Option 1 - Does not work, we created a few test users outside an organization yet, under the People Page it does not show them nor does it allow us to remove the Customer from Jira Service Desk. 

This seems like a major flaw in the Jira Service Desk.  At minimum, it admins should be able to select or click and drag a customer (from the Customers screen in a project) to an organization.  This would allow you to delete the account if they are part of the organization.  

For what is so far been a great user experience setting up the Service Desk, this is definitely a plunger to the face type experience.

Hello Heather, 


I have the same problem as your, right now I am creating a fake organization and putting there my customers because you can delete them if they are inside an organization.


Hope Atlassian solves this soon.



(There was a bug yesterday that no answer was shown to every topic here in this board..)

According to the first answer:

"When you add a customer (outside an organization) on the customer's page, it will automatically show the same customer on the People's page with the role "Service Desk Customers". So to remove the customer from the project, the right place is the People's page and not the customers' page."

This is not the case for us. The users are not listed under "People" page.

Hi @Bastian Bothe , 

When you add a customer to a Service Desk project then you should be able to remove it from: Project Settings -> People like in below screenshot.



If this is not working for you, can you kindly provide a screenshot of the People tab and one of the Customer tab making sure you hide the sensitive data?



Hi  @Dario B ,

thanks for you answer, but it is not working

  1. User is listed under Customer page:
  2. 1.png
  3. Added user to People page
  4. 2.png
  5. Hit the remove button. User was deleted from People but not from Customer page


Why is there no remove button next to the user on the Customer page? Would be the easiest solution.

Kind regards

Hello @Bastian Bothe,

Thank you for reaching out to Community!

May we know if the project is open to anyone with an account on the site?

To confirm that, please go to Project settings > Customer permissions (classic) or Project settings > Channels > Customer permissions (next-gen).

If the "Who can access the portal" option is set to "Anyone with an account", it's expected that you won't be able to remove the customer from the customers' page, because the project is open, so the only way to remove people from the project is by closing the project.


Dario B Atlassian Team Jul 21, 2020

@Bastian Bothe , 

If portal only customers are showing in the customers' section without being added to the people section then there are chances your project is configured in such way that anyone with an account on your site has access to it:



Can you check if this is the case?



@Dario B @Angélica Luz 

Indeed this option is set:

2020-07-22 08_21_21-Window.png

But I don't understand why this setting is blocking me to delete customers outside my organization which I added manually. Also how do I should clean up customers who may have leaved the company and never had an Atlassian Account, only a Customer login? They will remain there?

When the project is open, it's not possible to remove customers or users.

In this case, to delete or inactivate their account, it's necessary to go to Cog Icon > User management > Jira Service Desk and click on Screen Shot 2020-07-22 at 16.34.12.png on the customer you want to delete/disable.

On this page, you will be able to delete the accounts from customers that are not using the portal anymore.

Screen Shot 2020-07-22 at 16.32.24.png

Like # people like this

Hope its ok if I jump on the end of this Angelica - when you Delete a customer account it rightly says it cant be restored.  Does that mean the email address will never be able to be re invited or send a request in?

Hello @Andrew Taylor,

Yes, once the account is deleted, the only way for the customer to access again is by inviting them. Once this is done, they will have a different account ID, but using the same email address, the tickets they created previously should be associated with this account again.

If you only revoke their access, they won't be able to send requests or access the portal. Everytime they try to do this, it will show an error informing that the account is inactive and only the site admin will be able to give them access again. 

If you delete the account and the customer, for example, sends an email to create a ticket, the account will be created again.


Like Dario B likes this

Are they in the Service Desk Customers Role?

They are not, they're portal-only customers.

Won't that delete the user's account, entirely, though? I only want to remove them from one project.

Hmm, I actually identified a similar scenario in one of my projects. I am digging further into it to see if I can find an answer.


Edit: Are you on cloud or server?

If you do click the Manage User link, do you see a button in the upper right that says "Convert to Atlassian account"?

0 votes

What about in the users and roles - service desk customers role.  Is the user in that role? 

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