Jira Service Desk: Customers with Atlassian products can't get to our JSD portal

[Mark Derbecker]

We have found that customers who also happen to use Atlassian products themselves find that they cannot easily get to our support portal because the portal thinks that they're trying to access our Atlassian systems as a full-blown user, and their account doesn't have privileges on our system.

We have to tell our customers to use Chrome's Incognito mode to access our portal, which is not intuitive for them and makes serving them more difficult.

Here's an example of the screen they see. I guess maybe "Log out" would also work?

Is there any way we can configure the Support Portal so that the workflow around this is more intuitive?

[Mark Derbecker · Accepted solution]

We figured this out. It turned out the customer was attempting to log in to our Confluence KB pages-- NOT our Jira Service Desk portal.

There appears to be no problem with Jira Service Desk.

[Trudy Claspill]

Hello @Mark Derbecker 

Does the customer use the same account to access your service portal?

Is the customer navigating the the URL for the service portal vs. the base URL for your site?

[Mark Derbecker]

> Does the customer use the same account to access your service portal?

I'm not sure what you mean. People enter their email address as the first line in the form, they don't need an account.

> Is the customer navigating the the URL for the service portal vs. the base URL for your site?

Yes. Here's our portal:

https://seeq.atlassian.net/servicedesk/customer/portal/3