Public Portal

[Admin Jovanio]

I would like to configure the support portal for two scenarios:

1 - External customers from different domains could open tickets (they would all already be invited as customers in Jira), and they could open tickets freely.

2 - The portal would be open to any internet user. In this case, they would need to log in with their email, set a password and validate this via the email they receive in their inbox, correct?

I would like to understand what the best strategy would be for this scenario. Basically, it would be a portal for my external customers, only to open tickets in my Jira Service Management portal.

[Dan Breyen]

Hi @Admin Jovanio in your Instance, under Settings (the cog) / Products / Jira Service Management choose 'Customer Access'.  From there under 'Portal access' you can choose if you want customers to be able to create their own accounts or not.  It's up to you if you only want Agents and Admins to create your customer accounts, or if the customers can create them on their own. 

Also, under 'External' you probably want to 'Allow portal-only accounts to be created'.  This will let external users from different domains create accounts.  Otherwise they will need an Atlassian account to get into the system.

If you are having customers from different domains sign up, you probably want some way to organize them by Organization.  I created an Organization for each Customer's Organization and put my individual users into an Organization.  So all my users from Company A belong to the Company A Organization, and the users of Company B belong to the Company B organization. I'm assuming you don't want customers from Organization A to see Organization B's submissions. Here's an article on Organizations: Managing-customers-and-organizations-on-JSM 

Hope that helps.