Hello @Suriyanarayanan,
Welcome to Atlassian Community!
When users need to access the customer portal, for example, users that have access to Jira Software or Confluence, they can’t use the portal because they already have an Atlassian account.
If they create an account on the portal, they will have duplicated accounts which will lead to permission errors.
In this case, if they already have an account as internal users, they need to log in normally on your site (yourdomain.atlassian.net), and then, to access the portal, they just need to add a /servicedesk at the end of the URL (yourdomain.atlassian.net/servicedesk) and they will be redirected to the project they have access to.
Please, give it a try and let us know how it goes.
If they see any error, please, share a screenshot of the error with us (just make sure to hide private information).
Kind regards,
Angélica
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