How do I add Internal customers as "customers" (not Users) by default?

Cindy Snow January 23, 2023


When replying to an email support request for EXTERNAL customers, we sometimes CC: in internal team members as participants on the issue. 

I want these internal team members to be added as "internal customers" and not as a licensed user. However, the default seems to be adding them as Users.

How do I change this so anyone internal looped into an issue is not automatically invited to be a JSM User?


What I've tried:

  • I created a group for view access only and manually moved the internal folks into this group. But how do I make this the default so I don't have to do it manually or accidentally invite people to be users who should not be users?

Screenshot 2023-01-23 at 10.57.23 PM.png

  • I tried to change the "Default group" on the Product access page of JSM, but I'm not able to add any groups that don't have a "user" product role.

Screenshot 2023-01-23 at 11.02.32 PM.png

Screenshot 2023-01-23 at 11.05.21 PM.png

Screenshot 2023-01-23 at 11.05.54 PM.png

Screenshot 2023-01-23 at 11.08.58 PM.png


What am I doing wrong? Thank you!

2 answers

0 votes
Atul Thakur April 8, 2024

If we add customer team members as part of the customer group when creating users. Wouldn’t they receive all emails for that group by default?

0 votes
Shivam Desai January 23, 2023

Hi @Cindy Snow 

Welcome to the community!!!

First of all, as you can see, the Role dropdown is mandatory, so you have to select at least one role, Without selecting it, it will disable the Add button as you have shown in your last screenshot.

1. You can create a new role by

Atlassian Admin Settings > User Management > Scroll to Last in the left menu and click on "Jira" under the Application Settings.


Now, Click on the,

Project Roles > Add a new Project Role.

Now. once you create a project role, it will show in the list just above where you have created a new role.

From the list, click on View Usage and make the changes according to your needs.

Now, once you'll update that, this role will be visible to you in your Roles dropdown so, you can select this role, and the access you have given will be applied to this role.

I hope this will answer your question. :)

Looking forward to the feedback.

Thanks & Regards,


Suggest an answer

Log in or Sign up to answer
Site Admin
AUG Leaders

Atlassian Community Events