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Is it possible to add service desk customers WITHOUT having to invite them?

Admin Apr 19, 2016

We would like to avoid this mail verification process in case we already know them.

The reasoning behind is we use 'Usersnap' integration and our users never interact directly with JIRA.

But in order to get the proper 'Reporter' details in the JIRA case we need their mail in the customer list.

2 answers

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Answer accepted

Why don't you just set their users to the "Service Desk Customers" role?

Admin Apr 21, 2016

Assigning a rule would required them to be JIRA users.

The sole reason for existence of those 'users' in the 'customer list' is (would be) to get the 'Reporter' field properly set with their mail, so that when responding in JIRA Service Desk they get automatically notified directly via their mail (which is the whole purpose of 'Service Desk').

Steven Behnke Community Leader Apr 21, 2016

Yes, I suppose I missed that bit – Does this knowledgebase article help instead? 


You can add customers without inviting them via email but you'll need to predefine their password and ask them to change it later once they login. Here is how you do that:

  1. Login to the JIRA application as an administrator
  2. Go to  > User management
  3. Create User - here make sure to uncheck the "send an invitation" which will prompt you to enter a password that will be the users new password to login. Additionally make sure to uncheck "JIRA " and/or "Confluence" application access. Keeping those checked would allow that user login to JIRA and Confluence systems, allow them to access things based on default user permissions and consume user license in each system. In this case you are wanting to just create a free customer in Service Desk so uncheck all application access options.
  4. Click "Create User"


  1. Go to your Service Desk (from the top menu)
  2. Go to People tab 
  3. Select Customers in the left nav
  4. Next to the Invite customers button on the right side of the screen you'll see an option for access settings. You'll want it to say "everyone can access". So if your current selection is "restricted access" click that text and change the selection.


Then simply distribute your Customer Portal link to your customer via website, email, or whatever way you wish to public the URL your customers may use to access the customer portal.

Admin Apr 21, 2016

This works fine, thx.

IMHO: In terms of usability this could be handled more convenient in Service Desk 'customer' handling itself.

Now Atlassian only needs to fix the issue that 'Customer Request Type' isn't set by default ... causing notification mails not being sent ... amazing how many open (unsolved) issues there are in JIRA for JIRA smile

Steven Behnke Community Leader Apr 21, 2016

Well let's be honest – Software isn't easy and it isn't simple. Most software companies do not have public bug trackers.

Can I ask, how are you running into situations when you don't have Customer Request Type being set? This happens automatically through the Portal and Email channels.

Admin Apr 21, 2016 integrates directly via the JIRA API (thus having the 'Reporter' properly set which helps in having a 'closed' communication without gaps)

0 votes
Harold Wong Sep 12, 2018

This is very annoying, I have about 350 customers to invite and if it sends an email to each that is BS, especially when we login via SSO

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