The Customer Portal is easy to use, and at the same time it offers advanced configuration possibilities. It is a solution dedicated to businesses in need of a platform that will allow their customers and employees to report faults, needs, and problems, which are then forwarded to the appropriate support line. The Customer Portal in Jira Service Management is a tool that is being constantly developed by its producer. It is scalable, certified in terms of compliance with ITIL, and above all – easy to use.

Jira Service Management is a comprehensive solution offering various possibilities of applications and numerous advantages. Learn about the most important and most useful features of one of the system elements: Customer Portal.

Graphics including a link to a page on the ITSM solution, a pink background and a call to action: check it out


Let’s start with the design: the administrator is responsible for workflow control and correct process configuration. What is more, they can decide what a Customer Portal user can see. Customizable elements include the main image, colors, header (e.g. welcome text or name), and company logo. These are the most essential elements that will ensure consistency with the company’s brand book and at the same time do not require lengthy configuration.

Screenshot of the Customer Portal in Jira Service Management, showing the start page and illustrating the solution described in the text

By introducing and applying changes to the Customer Portal Home Page, all the remaining Jira Service Management pages are automatically customized according to the chosen color theme.

Screenshot of the Customer Portal in Jira Service Management, showing the permission request example and illustrating the solution described in the text

The appearance and organization of request types is also important. The administrator should carefully plan and describe individual request categories by introducing, for example, a division into general and system requests, as well as into request types: hardware, software and user rights problems. The possibility of adding icons representing particular requests is a great visual aid (there are built-in icons in the app and you can add your own as well).

Self-service, knowledge base

Before implementing the Customer Portal, the company should prepare a knowledge base that will serve the user as a source of answers to their questions. This will help eliminate some requests – if a customer finds instructions and solves the problem independently, they will not send a request to the Helpdesk. Jira Service Management allows you to implement this solution thanks to integration with the Confluence system.

Important! The knowledge base is searched not only from the main panel level – the system directs the user to materials containing the phrase connected with their problem and also at the stage of completing the request form.


If the user does not find the answer to the problem or does not want to look it up the knowledge base, they create a request, which is consequently forwarded to the appropriate service team. Each team has a limited time to resolve the problem to maintain the company’s customer service standards – this time, i.e. SLA (Service Level Agreement), is considered to be one of the most important features of Jira Service Management. By default, it is configured as the time to the first response and the time to solve the problem. In the case of multiple support lines, it is also possible to introduce OLA (Operational Level Agreement) monitoring to the system, which takes care of various work stages.

Notifications about nearing the SLA deadline prove very useful to administrators. The system allows the user to present statistical data related to SLA through charts and individual statistics concerning service technicians. It allows for creating reports showing how many SLAs have been met, how many have been exceeded, whether the team is fulfilling its duties, and if it is functioning efficiently.

Screenshot showing statistics related to SLA or Service Level Agreement (time from receiving to resolving a request by a service technician) in the Jira Service Management system, this is one of the features of the Customer Portal

Queuing is another very useful feature created for teams handling requests. It is a filter showing a set of requests based on parameters included in a task (status, topic, location, request number, etc.). The configuration of bookmark and field names depends on the needs of a given company. The SLA is also visible in the “queue”. It is shown in real-time, similarly to current requests (which are also shown in real-time as they appear in the system). Here is an example:

Screenshot showing request queuing related to SLA or Service Level Agreement (time from receipt to resolution of the request by the service technician) in Jira Service Management system, this is one of the features of the Customer Portal

Detailed status data regarding the workflow of a given request is visible in the administrative panel only. The status data visible to the customer depends on configuration: usually, only basic messages are shown, such as “in progress” or “completed”.


Similarly to other Atlassian tools, Jira Service Management allows the user to rely on built-in automation or to add it in the form of additional scripts or plugins. Here are some possibilities the Customer Portal can provide:

  • Automatic status change when a comment appears in the request – an important feature if you use the SLA pause option, i.e. when you don’t count the time left to present the solution while you are waiting for the customer to answer an additional question that was sent to them. In such a situation, it is important to stop the SLA and resume it only after receiving the response, after which the SLA calculation is resumed.
  • Closing recurring applications – if, for example, 10 users report the same problem, you can link these requests together, and after one of the requests is closed, the system automatically closes all duplicates adding a comment set in the system that informs that the problem has been solved.
  • Notification and alerts (*sent in the default language set in the user profile in the system).
  • Automatic creation of new clients, e.g. from an e-mail.

Screenshot showing rules of operation and automation in Jira Service Management related to Customer Portal capabilities

Customer Portal for businesses – Jira Service Management:

  • Certified according to ITIL.
  • Scalable – the system can grow with company needs.
  • It can serve an unlimited number of customers.

Business benefits:

  • Easier communication with customers.
  • Easier organization of service technician tasks.
  • Improved workflow.

Find out more about Jira Service Management: IT Service Management for business. Service desk with ITIL certificate.

Need a Customer Portal solution, but don’t know if Jira Service Management will meet your expectations? Want to learn about the system capabilities that will meet your needs? Contact us – we will conduct a business analysis that will allow us to tailor the tools to the needs of your company.

How useful was this post?

Click on a star to rate it!

Average rating 0 / 5. Vote count: 0

No votes so far! Be the first to rate this post.

If you violate the Regulations , your post will be deleted.

    _All posts in this category

    Document Management System at Jira - digital transformation for government, accounting, office and more

    Document System Management is the basis for digitizing business processes. See how it is possible to transfer and archive documents in the Jira…
    Read more

    Project Management in Jira Cloud with Structure and Structure.Gantt

    Among project management applications, you can find simple tools that address a single employee's needs, as well as comprehensive environments for managing an…
    Read more

    Migrating Jira Server to Jira Cloud

    20 years after entering the IT market, Atlassian is still one of the world's leading providers of enterprise software solutions - from test…
    Read more

    Confluence + Linchpin. A modern and functional company intranet

    An intranet improves communication, integrates and gives a sense of belonging. Apart from purely practical advantages, it has a number of assets of…
    Read more

    IT Service Management for business. Service desk with ITIL certificate

    What's the difference between a service desk and a helpdesk; what functionalities does an advanced tool like that have, and what criteria to…
    Read more

    Asset Management in Jira Service Management

    Asset Management is often associated with financial asset management; it can also refer to the management of any fixed assets within a company…
    Read more

    Automatic and manual tests - test management platform based on Jira Software + Xray

    One of the strategic stages of software development work is testing - every single "package" of code should be tested in order to…
    Read more

    Jira Service Desk becomes Jira Service Management. New name, more possibilities.

    The year 2020, and especially its end, is the time of changes announced by the producer of Jira software. Recently, we have heard…
    Read more

    Jira Cloud vs Jira Server

    What does Jira Cloud have that Jira Server doesn’t? What benefits does it offer, what functionalities are worth noting, and do both these…
    Read more

    BigPicture 8.0 – a new, better version of the PMO add-on for Jira Software

    BigPicture by SoftwarePlant, a new version of the project management and PMO development addendum in Jira, is coming. What changes will it bring?…
    Read more

    Agility. All you need to know about the agile methodology

    What actually is agile? How did it all start? What are the principles that characterise this working method, how does it differ from…
    Read more

    How do Jira and Confluence help you build your Information Security Management System?

    The turn of June and July 2019 was an intense time for us. Due to the increasingly dynamic development of companies in the…
    Read more

    What software should you choose to work remotely?

    At a time of the coronavirus threat, the ability to work from home is no longer a privilege, but a necessity. The employees…
    Read more

    Jira Core – a tool for effective work and project management for the marketing team

    A good marketing team consists of people who have different, complementary skills: content, SEO, paid campaigns specialists, graphic designers, developers, analysts, PR or…
    Read more

    Project Management Office in your company

    We respond to the expectations of professional project management practices in business environments, offering a complete PMO solution implementation, within the Atlassian tools…
    Read more

    Atlassian Summit 2020 – we’ll be there!

    After a two-year break we return to the Atlassian Summit as sponsors of the event. In Las Vegas, Tomasz Pabich, Project Manager, will…
    Read more

    Jira as CRM system

    Jira by Atlassian is software well-known all over the world; it is associated mainly with solutions for developer teams. The tool can be…
    Read more

    Program for business trip expense reports – Jira

    Settling local and overseas business trip expenses is a process that companies would like to go through in possibly the least complicated and…
    Read more

    Logging work time - timesheets in the Jira system

    Timesheet processing, time tracking in Jira? No problem! If your company uses software by Atlassian, you don't have to invest in new solutions…
    Read more

    Vacation management in Jira. Explore the possibilities of Vacation Manager

    A vacation management program that is easy to use, affordable, and enables the finalization of the entire process without the need to print…
    Read more

    Atlassian Open 2019 – news, thoughts

    A strong emphasis on cloud solutions, customer-focused narration as well as promoting the idea of being “open”. What happened during Atlassian Open 2019…
    Read more

    Confluence by Atlassian – opinions and the most important functionalities from users' point of view

    Based on implementation in Transition Technologies Capital Group currently hires nearly 1000 employees working in broadly understood advanced technology field.
    Read more

    Atlassian Summit 2019 – summary, trends, changes

    Atlassian Summit is an annual even organized by an Australian producer of software for work management, among which the most popular ones are…
    Read more

    DevOps – from trend to standard

    DevOps idea appeared in IT field already in 2009 and since then, it has been systematically entering global business world as a method…
    Read more

    Jira Data Center – solution which does not let down. What is it and why is it worth investing in?

    Regardless of implemented tools, every company needs an environment where they can embed their own processes and manage them. A perfect tool for…
    Read more

    _Let’s get in touch

    Contact us