Grant access to users for JSM Help Portal

[Zachary Williams]

I've got a JSM Help Center portal built out and am trying to figure out the best way to handle granting access to our internal users to this portal so they are able to fill out forms, submit requests, etc.

I've been able to verify our domain and have claimed our administrators as managed accounts - however I'm trying to avoid creating an account for every single one of our users that they'd need to sign-in with if possible. They've been able to email in to our JSM project and the have some kind of "current users" account that's been created - but I can only see their information directly within the project. 

Is there a better way to manage our user's access? It appears that SSO is available with Guard - but I don't really want to pay extra just for users to submit a form unless that's the only route.

[Olha Yevdokymova_SaaSJet]

Hi @Zachary Williams 

If your internal users just need to submit requests, fill out forms, or track tickets, you don’t need to manage them as full users or enable SSO (via Atlassian Guard).

Here’s how you can give them access:

1. Go to your JSM project → Project Settings → Customers

2. You should already see users there (if they’ve emailed in)

3. Use the “Invite customer” option to formally invite them to the portal

4. They’ll get an email to set a simple password tied to their email address

This gives them secure access to:

• Submit and fill out JSM forms

• Track and comment on their requests

• View request status and knowledge base articles

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About SSO / Atlassian Guard

You only need Atlassian Guard / SSO if you want:

• Seamless logins with corporate identity providers (Okta, Azure AD, etc.)

• Centralized login control for internal compliance/security

But for typical use (internal help desk, form submissions, etc.), inviting them as portal customers is sufficient — and doesn’t incur additional cost or license usage.

If this flow doesn’t meet your needs, you may try add-on developed by my team Smart Forms for Jira

If:

• You need a more flexible intake process

• You don’t want to deal with portal accounts at all

• You want more control over who fills what, and when

Smart Forms may be a better fit.

With Smart Forms, you can:

• Share forms via secure public links (no login needed)

• Auto-create Jira issues from form submissions

• Auto-add forms to issues and trigger follow-up steps

• Collect file attachments, structured input, hidden tracking fields

• Map responses to Jira fields (and even update existing issues)

This gives you all the benefits of structured intake — without requiring end users to access the portal at all.

It also works across Jira Service Management, Jira Software, and Jira Product Discovery.

[Matteo Vecchiato]

Hi @Zachary Williams ,

Thank you for your question.

Your requirement fits for the "approved domain" feature described here.

If you set your company internal domain you shouldn't be required to register each user.

Please let me know if works.

Regards