How can i rename customers in JSM

shripati June 3, 2024

I have a customer named Ajita for `collections@engati.com` email. Now this is showing up to the customer too when they view it in my Jira portal for the customers.

 

They have asked us to rename this to `Billing & Collections` instead of the name `Ajita` for that email address. How can i rename the customer info.

 

Steps that i have tried so far,

1. I deleted and readded the customer

2. I deleted the organisation and added a new one called collections@engati.com

image (42).pngScreenshot 2024-06-04 at 11.38.42 AM.png

2 answers

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Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 5, 2024

Hi Shripati,

This is Nadhila from Atlassian.

I think this depends on the type of account the customer has. Do they have an Atlassian account, or Portal-only Customer account?

If they have a Portal-only Customer account, you can follow the instructions here: https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/

Regardless, your customer should be able to change their name themselves through the following link: https://<your atlassian site>/servicedesk/customer/user/profile

Hope this helps!

shripati June 5, 2024

Awesome. This is super helpful, Let me try this out and excited to see which of these options work. Thanks again for your response.

0 votes
Ciara TN
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 3, 2024

Have you tried to rename the customer using the following documentation: 

https://support.atlassian.com/jira-service-management-cloud/docs/edit-a-customers-name/


shripati June 4, 2024

Hi Ciara, 

 

Thank you so much for your response. I really appreciate the time you took out to help me.

I had come across this documentation earlier, and I have tried navigating to this options mentioned here. But when I login to my account, under "Settings" I don't see "User Management" option at all.

PS - I am an Org Admin and have the highest level of access possible to the Jira account.

shripati June 4, 2024

I have also additionally tried to follow - https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/ and somehow I don't see the option there to manage the customers.

 

Screenshot 2024-06-04 at 8.10.49 PM.pngScreenshot 2024-06-04 at 8.10.29 PM.pngScreenshot 2024-06-04 at 8.10.16 PM.png

 

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