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How do you edit a customer's name or email?

I need to correct a customer's first name. How do I do that?


4 answers

I found out how to do this, using Jack's original instructions, but here's my take;

Note: you must be your Site Administrator to perform this.

Note2: We are using Jira Service Desk Cloud


A person's name (JoeBloggs) has been assigned to a partner's support e-mail; (e.g. JoeBloggs - which isn't accurate or helpful.


I'm starting from the Queues screen in Jira Service Desk.

  1. On the top left, the 'Application Switch' button (9 little squares layed out into a square)
  2. Click on this, and go to 'Administration'
  3. 1.jpg
  4. Then, again on the left, in the User Management section, click on 'Jira Service Desk'
  5. 2.jpg
  6.  You will now see a "Portal Customers" page.  I searched for my JoeBloggs name, and it showed up in the list;
  7.  3.jpg
  8.  Then, click on the 'Edit full name' link, and you should get the option to update it;
  9.  4.jpg
  10. If you're lucky, you'll see the following pop-up in Jira advising of success;
  11. 5.jpg
  12. The customer's name will now be updated in the Customers section of Jira Service Desk.

Hopefully that helps someone, as I initially searched and came to the false conclusion that it couldn't be done (pretty typical answer when dealing with Atlassian) but then Jack here made me give it a look, and works out this is actually possible.  Why you can't do this from the Customer screen is quite unbelivable, but we got a solution in the end.

Jack Brickey Community Leader Jul 10, 2020

And even quicker... type “gg” and chose user management

Dear Stuart Mills, thank you indeed for this work-around. The only thing which worked for me.  Not being able to mainmtain customer profiles is nearly killing the usage of Service Desk.

Unfortunately this does not work anymore since atlassian changed GUI and removed portal users editing possibility.

The names along the path have changed, but the principle remains.


This path works for me – just tested it. I am one of the administrators in our organisation.

From the Application Switch button (3x3 dots ⵗⵗⵗ) in upper left corner I get an inexplicable dialog "Atlassian administration" with al" my organisations (just one). It has a clickable text "Manage users". Clicking that opens a list of users in our organisation, but on the menu left is "Jira Service Management" which opens a list of portal customers. On that list there is a link with text "Edit the whole name" for each entry.


2 votes
Jack Brickey Community Leader Jan 02, 2019

are you on server or cloud?

Cloud - Jira settings > User management > Jira service desk > portal only customers, search for customer click their name click Edit.

It took me a couple of minutes to locate the right place. Finally I found the spot and was able to edit the name.

My main issue is why on Earth I can't do this on the service desk project → customers, where I am offered with a pop-up "Show profile". As a final insult that "Show profile" leads to an error page saying that the user doesn't exit. WTF??

Like # people like this
Jack Brickey Community Leader Jul 02, 2020

Hi Juha, I don’t see view profile under my Customers screen. Maybe you are on Server. While I have not researched it, I do not believe user profiles apply to Customers (JSD portal only users). I wish they did for the purpose of recording customer contact info but that is, as yet, not supported.

in any event glad you found the are to edit the email. I have taken this opportunity to update this post to reflect the newest navigation UI.


to get to the user management admin are click on the COG icon in the top menu bar, choose User management and then go to Jira Service Desk screen.

We are on, that's all I know.

If I go to see a classical service desk project, which we have by customer companies

the first page shows me the queue "All open". On the left navigation bar below the "Queues" is "Customers". Now if I open that page, I see a list of organisations and personel of that customer company plus our own personel assigned to that service desk.

If I hover the mouse over any person's name, I get a pop-up dialog with the avatar (if any) of that person, the person's full name and a link "Show profile". That link works only for our own personel. For all customer personel I get the error page, as if the functionality weren't there.

I feel myself really dumb that I can't get from there to see and edit the customer person's profile.

Atlassian has made all this person handling unnecessary convoluted.

Like # people like this

You are not missing anything, the option has disappeared from the Administration page ... it used to be there but now it is gone ... and there does not seem to be another way to get to the page to rename portal accounts?  This is a major concern for us as we manually create our customer portal accounts in the customer screen which only uses the email address.

This appears to be a bug or feature loss in recent-ish update

I agree, the administration side of Jira and Jira service desk is very convoluted and spread across different screens making simple admin tasks a chore (to remember where to do them).

@MDCTECH Service Desk 

Got to Administration --> Products --> Click your "Company Site"

On the menu bar is Jira Service Management --> Customers Portal

The screenshot is in Spanish but hopes you get the idea.

Captura de Pantalla 2022-07-13 a la(s) 18.03.02.png

Thank you, Sebastian.

This procedure used to work but it seems with the new user management interface, the Jira Service Desk user management is gone.


Anyone found a way to rename users another way ? or is there a minimal Jira Service Management plan to have this feature ?

Select the cog on the top right and go to "User Management" This will open a screen showing all your organisational users. 

In the panel on the left select "Jira Service Desk" You will see all your customers listed. Select "Edit Full Name". 

I have also been searching for it and just found it now. Hope this helps. :) 

I did found out after some google around



Hey guys,

we have the same issue with the wrong name for customer account created from an email. Your solution does not fit for our site - in the user management we do not have a "Jira Service Desk" option, there are just Users, Groups and Managed Accounts (for the atlassian access domain)

Am I missing something, or looking at a wrong place?


Hey Lubomir

Try pressing "Products" and then your domain under SITE AND PRODUCTS and then under JIRA SERVICE MANAGEMENT, press Portal customer. 

It is however very annoying that you have to be site administrator to perform this.

Like # people like this

Thanks Filip! That actually worked with the new interface :) 

Great to be of help!

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