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Link posted in slack no longer leads to customer portal

New to this, I am struggling with the following problem. 
We're using a dedicated slack channel to give our customers fast access to status updates and additional requests to issues that have been documented in jira service desk. 

Each time a issue needs/has an update we' post the helpcenter-link into this slack channel. 
Customer than easily click's that link and finds himself in the customer portal view of the ticket. Customers are registered in jira (as customer) 

For some reason (since about 1 week now) certain customers are declinded acces when using the link in slack, with a message saying something like "Jia, Raise new account. We are using slack-information to raise a new account for e-mail adress...." 
It looks to me, as if this whats to raise a new agents account for the customer, which is not what I want. 

As a matter of fact, this method worked perfectly fine for the last months, and still does for some customers. 
I've deleted customers from jira, and set the up again, we've tried reseting the passwort, did't help. 

Copy/pasting the link to a browser, works, but using it out of slack doesn't 

Any suggestions of where the problem could be? 



3 answers


Checked whether the URL
is this really shared with the portal link?


and not from jira:

Thanks for your answer 
We're definetly pointing at the customer portal 


This is what the customer get's after clicking that link 

Screenshot 2021-05-31 181033.jpg

Then ending up here being refused with the login, they usualy use 


Screenshot 2021-05-31 181153.jpg

this screen shows when I send the incorrect link (internal)

absolutely clueless 
I somehow think, that it might be something with the data forwarded from slack to jira 

anybody having the same problems?

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