Service Portal - Restrict Customer Portal View?

[James Keenan]

Hi Jira Community.

We are trying to set up a very basic service desk in Jira. I can see that there is a portal available to customers but for now, we simply want our support email address to forward any customer queries to us without the customer having access to any kind of portal.

Currently, when the sender received a confirmation email that their support email has been received, they get sign-up options to access the portal.

Is there a way to remove the portal access completely but allow the customer to get updates via email such as request received, closed, etc?

Many thanks.

[Mark Segall · Accepted solution]

Hi @James Keenan and welcome to the community!

There are a couple different elements in play with what you're asking:

1. Portal Access

Remove the group Service Project Customer - Portal Access from the Browse Projects permission. This should remove your portal users from being able to see the portal view.

2. Notifications

Customer notifications are designed with the assumption that those receiving the notifications also have portal access so they will always embed links back to the portal.  As an alternative, you could turn off all customer notifications and set up automation rules that simply send an email to the customer at the desired status gates.

[James Keenan]

Thanks so much, Mark. This was super helpful.

[James Keenan]

Void