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

JIRA service desk for internal use only

We want to use service desk for internal use only.  We do not want the customer portal.  Is there a way to hide the customer portal and remove the customers?  Also, if I try to remove customer group from permission scheme as well as agents from log work I get permissions errors


HI @Dawn Fama

Just for understand. You wanna use Jira service desk features but not PORTAL. Right?

My suggestion is: Use Jira Core or Jira Software projects instead JIra Service Desk projectand you will obtain the same results. 

Use Jira service Desk without PORTAL is a nonsense for me. I mean: Jira service desk born as an extension of Jira to manage a Service Desk. All configurations are done to manage this situation. So: If you don't wanna use PORTAL, well use another type of project (Business if you have only CORE or Software if you have Software)

 Hope this help



Thank you Fabio,

Our client wanted service desk because it offered SLA capability which our existing JIRA software does not.  We use JIRA Software for a number of projects but none require SLAs.

Our JIRA instance is only accessible from within our network.  It is not accessible from the web.

Our client wants the agents to manually enter tickets into service desk from their support mailbox and assign to various agents involved in the approval process of the request.

So what I gather from your comment is it is not possible to hide the customer portal.

No. It's no possible. If you create a Service Desk project, PORTAL is available.

But, if you use the possibility to create issues by email, using Service Desk? may be a solutions? 

Let me explain. You enable the possibility to generate issue using an email (you can configure this in project settings). than configure the automatic email answer and than you can use Service Desk SLA functionality but not PORTAL. If you don't share PORTAL URL link, and block the possibility create new customer, you can obtain the result.


Thank you Fabio,

This is how JSD configuration is set.  Notifications are off (assuming this is only for emails to non licensed users)  Hopefully any licensed agent will still see notifications when issues are updated with comments or assigned to other agents.  SLA custom fields are turned on and Public signup is off

Great @Dawn Fama :) I think tYou cannot do more than this. 

Use SLA but not PORTAL. Customer use email to communicate. Agents use JIra interface. Check Notification Scheme (only for AGent) and set email notification only for Agents. Customer notifications must be disabled.

Ok, thank you, the customers will send emails to support mailbox but JSD will not listen to mailbox, agent is going to manually create requests.  The only notifications will be between agents from within JSD.  Any communications to clients will be done externally

Hey @Dawn Fama

you can install a Jira Core/ Software and a SLA Plugin for it (for instance SLA PowerBox), so if that's the ony reason for getting JSD, it might not be worth it.

Take care!


Log in or Sign up to comment
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

290 views 2 9
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you