How do you do this with the customer portal?

[Antonia]

Hello,
I have created a public customer portal, but it is now displayed as anonymous.
How do you do this with your customer portal, what can you recommend?

My goal is to have a customer portal, my customers are my work colleagues. So my colleagues go to this portal without having to log in and open a service request there. Then we get the ticket in our dashboard and distribute it. The customer should then receive emails when we process/comment/close the ticket. However, the customer does not have to log in.

[Tomislav Tobijas · Accepted solution]

Hi @Antonia ,

Any particular reason why your colleagues shouldn't log in when they navigate to the portal?

If these users have Atlassian account (not necessarily need to be licensed), easier way would be to add them to your site and mark them as internal users/customers. Back in 2023, this was resolved/announced by introducing "Customer" product role, which you could add to those users and with it, it's quite easy to set up access to your internal portals/projects. You can read more about that here.

If you set up an open portal then basically anyone on the Internet can raise new requests.

Additionally, you can potentially play with specifying IP addresses/whitelisting those in your Atlassian Administration, which would then impact the whole app (JSM) and not just that one specific project/portal.

Again, the best course in my experience would be to simply create accounts for those internal users and give them Customer product role as mentioned earlier.

Hope this helps.

Cheers,
Tobi

[Antonia]

Hi @Tomislav Tobijas ,

thank you for your comment. Actually, I never wanted our colleagues to get accounts because of the licenses. I read through the page you linked to and it says that customer accounts don't pay anything.
However, I'm wondering how we can get all the accounts into Jira.
We are over 200 people and creating them all individually would be a bit much.
They can register in the Help Center, but if they register there, are they automatically customers or are they real Jira users? 

And where can I find the mask where I can assign a role to people, like in the picture?

[Tomislav Tobijas]

@Antonia 

I read through the page you linked to and it says that customer accounts don't pay anything.

That's correct. Users with Customer product role are non-billable accounts.

However, I'm wondering how we can get all the accounts into Jira.
We are over 200 people and creating them all individually would be a bit much.
They can register in the Help Center, but if they register there, are they automatically customers or are they real Jira users? 

If they self-create accounts in Help Center, these would actually be customer accounts/portal-only and not Atlassian ones - more on that here.

As for 'bulk import/invite', I'd recommend checking out this article - Bulk Create Users in Atlassian Cloud UI Using "User Invite". Through here ("User Invite"), you can also select the mentioned product roles "Customers" for those users.
*note that bulk import was previously limited to 10 users at once; not sure if they have changed it

Also, once user is already added to directory, you can navigate to admin.atlassian.com > Directory > Users > *select the user and grant them a role for a specific product/app.

[Antonia]

@Tomislav Tobijas 

Thank you!

I have created a test account, logged into the customer portal with it, but it is not displayed anywhere in User Management.

What customer access settings do you have for your internal customers?

[Tomislav Tobijas]

Hi @Antonia ,

Apologies for the delay from my side.

I have created a test account, logged into the customer portal with it, but it is not displayed anywhere in User Management.

Erm, it might be the case that you've actually created portal-only account. Try navigating to admin.atlassian.com > Products > *select site > Portal-only customers and see if the account is there.

If the account is listed there, you can select three dots > Migrate to Atlassian account. This would 'move' that account to User directory.

Usually, you'd need to create/invite user by navigating to Directory > Invite users and then just select "Customer" role while inviting them.

[Antonia]

Hi @Tomislav Tobijas

Thank you very much for your answer and your efforts. However, things look a little different for me. My products are the apps and I can't really select a project, I can click on the three dots and then I have a certain selection, but when I click on Manage Users, for example, I see our standard users and not my test account.

[Tomislav Tobijas]

Hi @Antonia ,

Yeah, it's a bit tricky sometimes when navigating in Atlassian Administration.

Anyway, to get to "Portal-only customers" list, simply click on one of the site names (on the left side). This should open additional options for the selected site and you can then see a list of invited/created customer accounts for your JSM portals/help center.

[Antonia]

Thank you!