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How do i remove a customer in Jira Service Desk ?

I have a list of customers that i can add them to create requests via JIRA Service Desk . But i do not get an option to remove any . Could you please assist ?

13 answers

Here's a way I found (we are using Jira Service Desk Cloud):

Put your mouse on the customer's description in the Customers view of JIRA Service Desk.

Wait for the popup to appear, go to the More menu on the right and select Administer User

The URL that you're redirect to is :

There you'll be able to delete the user.

Thank you for this answer! It was driving me crazy as a developer used a company wide DL for his email. 

Like Denis Daugherty likes this

This is not as obvious as you would think it would be. Thanks for this!

Nope, that seems to be for a user, not for a customer. At least I get a message saying, that the user does not exit.

Like Nick Goeben likes this

Another way to reach the same page is to simply go to

Administration | Jira Service Desk | Portal only customer

Here you can search for the user, open its profile and do a number of operations, including deactivating or deleting its account.

Like # people like this

Your response is for user, but i need for customers. i have emails of customers i i want to delete

Ive created some costumers to test something. but now i need to remove them and I cant. can someone help me? Ive created some fictitional emails.

Bil.Nabil Atlassian Team Oct 30, 2019

Hi @Bruno Vieira ,

To remove the customers from your project, you can navigate to Project Settings > People. You will find the customers listed in the Service Desk Customer role. There's an (x) button to remove them.

To remove from your site entirely, you can navigate to the User Management as mentioned above

Look for Jira Service Desk in the left menu and the users will appear in that list.

@Elisa Diel [Atlassian] Hi Elisa. Sorry to interrupt you again with the same request but i didn't quite understand your response. I have setup some users in the test phase, which has now finished and i want to take the Portal "live" now. Beforehand i have deleted all support requests that i made during the test. So there are no requests inside my SreviceDesk portal. 

I have selected the option that only users which are setup by JIRA Admins (me) may login and raise requests. I would like to "clean up" the current costumer list. How can i delete them? 


I face the same issue.


There are accounts shown under the 'Customers' page that are not within the 'People' page for the project.  


It is not possible to remove these users from the 'Customers' page, without completely removing the user from the system.  

Please advise.

Facing same issue - please respond! 

Like Nick Goeben likes this
Bil.Nabil Atlassian Team Jan 16, 2019

I'm suspecting that those users belong to organizations. Since they were added to the project via being added to the organization, you can only remove them from the project by removing them from an organization. See

Hi Rajdeep,

This can be a little tricky. You won't be able to delete a customer if s/he has already created content on JIRA Service Desk. Though, if this user is there and has never used JSD, you will be able to delete her/him via Cog Icon > User Management. smile

Please let us know if this helps you.


Hi there,

Seems like we're still running into this hiccup. Is it really the case that I cannot remove the customer "Example Customer" that Atlassian creates and sends tickets for? I cannot even edit them to "zzzzzExample" to move them out of sight? Is it the "accepted answer" to move Example Customer to "zzzzzFakeOrg" organization to hide them?




Hi everybody,

How to do this but I do not want to delete the user, just remove the access they have as a customer? 

I am a bit disappointed with the UI and how much they charge you with a very unfriendly user interface.

Bil.Nabil Atlassian Team Jun 21, 2018



In the People section of your project, search the user you want to remove from the project (not from Jira entirely) and remove them. This removes them from the project only. See

Like Mike McNamara likes this


How do I clear all this customers? 

Like Nick Goeben likes this
Bil.Nabil Atlassian Team Jun 21, 2018

on the page of the screenshot, go to Settings (last option on the left menu) > People. You can remove the users there.

The step-by-step is outlined at as mentioned in my previous reply.


Like # people like this

Hi Nabil,


When I follow the step-by-step outline, I saw discrepancy in the people because they are different from my first screenshot. Refer to my attachment ss.PNG

Waiting for your feedback

Bil.Nabil Atlassian Team Jun 21, 2018

 the People section, there is a search box and role dropdown. Can I know if you have filtered the user you wanted to remove?

The People section shows all users for the project including customer unless they belong to an organization and was added to the project from organization. If that's the case, they would need to be removed from the organization in the Customer list.

None of the options are working!

I dont want to delete or deactivate user.

The user is assigned as customer to multiple projects. I want to remove the user from 1 project, while the user should be active and able to access other projects.

Bil.Nabil Atlassian Team Jul 11, 2018

Hi there,

Is the user added to an organization or by themselves into the project? If they are added into an organization, remove them from the organization. If they are added directly, remove them from the People section of the project. See [|

Like others have said, I have two users in my customers screen (not in an organization) that are not listed at all in my People section of project settings.

It seems there is no way to remove these two people as customers.

Thanks Elisa .

I believe i have the information required for now . 

This is unacceptable. How do you delete customers today?

0 votes
Bil.Nabil Atlassian Team Aug 17, 2016

@HL Arledge, you can remove them through Cog Icon > User Management.

Look for Resticted Portal. Your customers will be listed there.

Hi everybody,

I have set that anyone can sign up for JIRA service desk.

Now I want to clean out the ones that do not need an account and fix the setting for signing up.

How can I delete now the not wanted customers?

with kind regards



When you reach the "administer user" URL using my procedure above


there's a "Deactivate" button. I think that's what you're looking for

Thank you for the instructions on removing a customer. I thought it was enough, but thiscustomer has called me 3x today to completely remove his Service Desk accessibility. I was able to remove from "People" but his email is still showing under "Customers". I also deleted his ticket.  

Does he still technically have an account? He said he did not create a password.

Thank you in advance. 


that also happen to me too and I have hard time finding solution

Hi Colleen,

If your JSD project allows everyone with an account access, it will list the user as a customer as the user exists in Jira. You can completely remove the user from User Management to remove the user entirely.

See permission overview at Set up customer permissions

I found a way to remove the Customers from the JIRA Service Desk customers list.

Problem was that I have never added them in first place and was wondering what's going on and how these are displayed there.

Solution is...Permission scheme for the project itself. Inside the permission scheme, I have added a specific group, which holds 40-50 people, so these 40-50 people were added automatically in Customers menu in JIRA Service Desk project.

I have removed this group from the permission scheme and the Customers menu is now empty. If you want to add customers, you can do it via the People menu in the project settings. Just add people or groups there and they will be also visible in Customers menu.

I did find that if I had a user assigned to the project role of Service Desk Team, and this user was not a licensed Service Desk agent, their name appeared on the Customers page. Same thing was true if I had someone as an Administrator who was not a licensed agent. 

Removing an unlicensed agent from the role of Admin or SD Tesam also removed them form the Customers list. 

Likewise, removing someone who is an agent and is in the Service Desk Team project roll from the jira-servicedesk group in the overall JIRA user management, would make them appear in the Customers list. 

I know a lot of this thread speaks to variations of removing customers from service desk, but I thought this info might be useful.

Note that this is for JIRA server, not sure if cloud works the same way.

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