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SD customer portal access only without using full licence - internal users

currently I have a lot of users using service desk as resolvers , managers etc in service desk but with the rest of the organisation to use the portal to log requests.


how can I allow access to users on the portal as currently they are prompted for an Atlassian sign on , and that sign on has access to confluence and not a service desk licence (I don't want to give licences to everyone just to lodge incidents!!!)


any help appreciated

1 answer

0 votes

Hi Paul,

Thanks for reaching out to Atlassian Community!

I’m not sure if I understood correctly your question, so I would like to clarify if the users that you need to access the portal and Confluence are internal users with a license to other products, for example, Jira Software users.

Any internal user can be a customer and create tickets in the portal without a license, an admin just needs to add them on the project as customers.

Also, you can allow them to see Confluence pages (from the space linked to the service desk project) without a license.

Just to summarize, any user can be a service desk customer and they don’t need a license to access the portal.

If they have a Confluence license, as they have an Atlassian account, they will be redirected to Confluence. For them to access Service Desk they will need to go to

Hope this helps and if you have any other question regarding this matter, please let us know.


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