HelpDesk & Jira Access

HelpDesk access is based on a user group as well as Jira access. You can separate Jira users from customers or combine the access permissions as you'd like by including users in one or more different groups. The following are some popular app access scenarios.

Use Case 1: Customers should not access Jira, agents work in Jira and could be customers as well.

Jira-access-related group(plus)(minus)
HelpDesk-access-related group(plus)(plus)

Use Case 2: Both Agents and Customers are actually the same users who work in Jira. Everyone should be able to create a request. HelpDesk is required for more user-friendly requests creating.

  • HelpDesk-access-related group = Jira-access-related group

Use Case 3: Both Agents and Customers work in Jira. Some of them are allowed to create requests, others should only work on requests.

  • HelpDesk-access-related group = Jira-access-related group
  • ability to create requests should be restricted by project permissions

Project Permissions

HelpDesk provides you the great flexibility of project permission setting for your customers. They might not only have the ability to create and comment issues but also edit and pass through the workflow (if set up). All those permissions can be provided and controlled through the standard Jira project roles and permission functionality for each project individually. Consider checking the existing projects and particular issues permissions before allowing your customers to log in to the Customer Area.

The issue visibility through HelpDesk is user-related and depends on the following permissions (not only of a particular user but the HelpDesk superuser as well):

Browse Project

Issue Security
Level matching

Ability to see the
issue in HelpDesk
  • A user (i. e. customer)
  • HelpDesk superuser
  • A user (i. e. customer)
  • HelpDesk superuser
  • A user (i. e. customer)
  • HelpDesk superuser

Other permissions can be set up the same way.

Check the full list of supported issue actions within the customer area: Issue View & Actions in Customer Area

Note that the following combination makes your issue visible for anyone who can log in to HelpDesk:

  • Browse Projects = Any logged in users
  • Issue Security Level = None


Ensure that you select a group for your customers that doesn't consume licenses if you don't want your customers to reach Jira.

(warning) While defining the group, consider all the ways a new account is going to be created from, such as:

Ensure that a new customer will be included in the relevant group in any case.

While automatically creating a user via HelpDesk, a new user will be initially included in a license-consuming group and kicked from there at the same moment. That's why you need one spare license in case of non-manual customer adding.

Define the projects that you don't want to display in HelpDesk and secure them with the Browse Project permission.

Read: Managing Project Permissions (Atlassian)

In those projects that you want to be available in HelpDesk (in case of requirement of a different list of issues access within one project) set up the proper issue security scheme (see the example). Don't forget the HelpDesk superuser who should the same permissions.

Ensure the default security level is set up. Apply the relevant issue security level to all existing issues if required.

Read: Configuring Issue Security (Atlassian)

Grant your customers (and the HelpDesk superuser) permissions within a project. Ensure they are able to browse the project, create and comment issues. Provide them with additional rights if required.

You can allow your customers to close or reopen resolved issues in HelpDesk. To set this up, give them the Transition Issues permission and hide other transitions rather than Close and Reopen by workflow conditions.

Read: Advanced Workflow Configuration (Atlassian)