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JSM customer portal or develop a customized portal


Dear community,

Currently, our customers are already registered on our company website. And now we want to use JSM as our support backend. What solutions should we use:

1. Redirecting customers from our website/portal to the JSM customer portal. However, that does not give seamless user experience in terms of URL and SSO.

2. Developing our own support page with web forms as part of our website and interact with JSM APIs. 

Solution 1 is definitely doable. However, customers would need to register twice(on both our website and the JSM portal) or we need to find or develop an identity provider which can be used by Atlassian Access which is also very complex. And customization of the fields of the request forms is also limited. You can't add your own attachment field for handling big files, for example. 

Solution 2 is ideal on paper but it seems like reinventing the wheel and I'm not sure how complex it is to develop our own version of the JSM portal.

What is the proper architecture  in the situation like this? Any help would be much appreciated.


1 answer

1 vote
Gaurav Community Leader Dec 28, 2021

Hello @George 

I would suggest you utilize the widget which comes natively with JSM into your organizational portal. In order to handle the customer registration, you can add the customers manually or open the JSM customer portal which would ensure that additional registration is not required.

Kindly accept the answer if this helps.

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