Link to ticket sending to Help Center

[Carla Norman]

I have 2 Help Centers.

The same project is connected to both help centers.

When the client clicks the view request link in the emails, will it take them to the default portal? Can I control which portal the link would go to?

If I have separate project for each Help Center, will the link in the email take the user to the correct portal?

[Carla Norman]

I believe we are unable to remove a project from the default help center at this time so they will always be sent to the default.  This should change by the end of 2025.

[Luka Mack]

Hi @Carla Norman

In Jira Service Management Cloud, when you have multiple Help Centers connected to the same project, the behavior of the "View request" link in emails depends on Atlassian’s default settings:

1. When the same project is connected to multiple Help Centers

   • The email notification links will redirect the user to the default Help Center (the one set as the main portal).
   • There is no built-in setting to control which Help Center the link will take them to.

2. If you have a separate project for each Help Center

   • The "View request" link in emails will direct users to the correct portal, as each project has its own associated Help Center.
   • This setup ensures that customers are always directed to the right portal.

Hope this helps.

Best regards,
Luka