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How to Delete a Customer Jira Service Management (Cloud)?

I've went to Settings from the Jira Service Management page. I don't see the options that Atlassian has explained in their 'how-to'. Any help on how to delete a customer would be appreciated since they seem to have made his task more difficult than it needed to be.

3 answers

1 accepted

5 votes
Answer accepted
Pieter Wouter Hartog
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Sep 02, 2022

The following is for Jira Cloud with the 'enhanced user experience'

Just removing the customer from Project Settings - People didn't make it disappear from the Customers list in my JSM project.

After talking to Support, they gave me this answer which is what worked for me to remove a customer account:

  1. Go to Settings - User management.
  2. Select Products from the top navigation bar.
  3. Select the Site name from the Sites and Products on the left hand side.
  4. From the sidebar under Jira Service Management, select Portal customers.
  5. Find the customer name you wish to delete -> more .
  6. Select Delete account.
Deleted user Feb 01, 2023

thanks this is exactly what I needed.

Like Hakob Abrahamyan likes this

Thanks, Pieter! You resolved a mystery :-)

Like John Funk likes this

We have the same problem. After migratiom from JSD Server to JIRA SM Cloud, we see all customers... And we want to delete some old and not active customers.

0 votes
Alexis Robert
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Feb 05, 2021

Hi @Zack Niece , 


there are a couple places where you can set (and then delete) a customer : 

  1. On go to Jira Service Management and delete the customer
  2. On your Jira Service Management project, click on Project Settings and then People and remove the customer


This should do the trick ! 


Let me know if this helps, 



I'm on the free tier (cloud). When I go to I have to create a group and pay. Do I have to have an atlassian admin account in order to remove customers? That doesn't seem right.

On the project side, I was able to add/remove customers from groups, but I cannot remove the customer from the project. Once removed from the group, the name goes back to the default page.

Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Feb 05, 2021

no you do not. As Alexis indicated, if you have site admin permissions, just go to the User management > JSM page, find the user and revoke access. Don't delete them.

Hi Jack.

After migration from JSD Server to Jira SM Cloud (via Atlassian migration addon) we see all customers in all cloud projects...

There is no option to delete it from project, there are no customers under Project>People....

Your comments are from 2021, mazbe Atlassian changes Jira SM Cloud last year....



we've the same problem with our customer instances.

Is there any way to resolve this demand? There are many customers, which are only visible in the project customer view - not the admin user management.


Many thanks


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