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Is there a simple way to let customers to close their own Tickets on Jira Service Desk cloud?


Hi all!

I'd love to give customers the ability to close their own Tickets when they are happy with our response. Is there a standard setting to allow this OR does it involved a crazy complicated workaround OR is it simply not possible?

I've had a look around on the Community and KB but there isn't really a straight forward answer. 

Anything we can do to allow this would be amazing for our support team and our customers. 


5 answers

1 accepted

0 votes
Answer accepted

Hi @Hannah Churchman 

Customer can resolve or cancel the request from within the Customer Portal. 

See here:

Customer Portal - Cancel or Resolve.jpg



Thanks @Mike Bowen - do you know how to switch this functionality on and if it is available on Jira Cloud?

Many thanks


Hi @Hannah Churchman 

When you set up your customers into organisations undedr Jira Service Desk (cloud) and invite them to the Customer Portal, once they have logged in and raised a request, those options are available on every request. It is basic workflow for a request. 

If customer is raising requests via email then I guess not! They could email in and ask for the request to be cancelled or resolved, in which case one of your agents would need to resolve or cancel the request. 

Yes, this is for cloud, and I would imagine for Server as well. 



Like Hannah Churchman likes this

It looks like the functionality is off by default. Only thing my customers can do is toggle notifications. Was looking into this for our company and kinda disappointed by a basic function like being able to close your own ticket missing.

Have the same problem.

Portal customers can`t close theit own tikets.

I use Service Request Fulfilment workflow for Jira Service Desk.

I edit sheme and allow close tasks for author and portal clients.

But users can only switch on-off notifications.

I also have the same problem, the options below are not available by default in Jira cloud. How can we activate them?

Screenshot 2021-11-29 at 8.47.33 AM.png

I followed these instructions today and they worked. Be sure to click on the transition line to enable, not the status itself

This is the instruction that helped me complete this. Thank you for posting this.

Followed the steps from this document ( to enable "Show transition on the customer portal" and then Publish the workflow which made it work for me.

Kathy Hart Community Leader Oct 28, 2022

Thanks for finding this. It worked great!

This is working for certain request types by default.  I am trying to make it work for Bugs and Improvement requests as well.  Is there a way to make it work for them as well? 

Hi All, 

has anyone found a solution to this problem?




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