Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Is it possible to process issues from external customers without allowing them portal access?

We currently use our JSM portal for an internal company helpdesk. We are starting a project where we will have external volunteers working in one of our applications. 

We want these volunteers to only be able to email our helpdesk if there is some issue they are encountering. We do not want them to be able to access our helpdesk portal as they would then have access to all the different request types we have setup. 

Is it possible to allow email intake of issues without enabling portal access? In all my research and testing, it doesn't look like this is possible? If this is indeed not possible, are there any feature requests for this functionality?

Bonus Question: If the above is not possible, what would be your suggestion for handling this situation? 

2 answers

1 accepted

4 votes
Answer accepted

Hi @David Quiram,

As per this KB article, it is not possible to disable the portal. The article describes a workaround based on hiding available request types from the portal.

The downside of that approach is obviously that those request types will not be visible to your internal users anymore, which is most likely not what you want.

The easiest way to overcome this, is probably to set up an additional JSM project with only an email request type configured that you use only for the intake of tickets by email from your volunteers. 

Hope this helps! 

2 votes

@David Quiram -

I agreed with what @Walter Buggenhout _ACA IT_ stated.  One should setup a separate project to achieve what you wanted to do.  It is not ideal, but it is the best workaround at this time.

You can also submit an enhancement request for what you wanted to Atlassian Support (  It will be up to them to fulfill your ask in the future development.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Suggest an answer

Log in or Sign up to answer
Site Admin

Atlassian Community Events