How to customize Jira Service Management portal?

This post was originally published on May 27, 2019, and has been updated for accuracy on March 29, 2024.

People tend to stick to first impressions. Especially when it comes to Customer Portals and Help Centers where look and feel is crucial. Unfortunately, they usually come across a generic layout. This is your opportunity to stand out! But how to customize the Jira Service Management portal? Don’t worry, we will tell you about it in the present article. 

Jira Service Management portal configuration takes a few steps. We described it in detail in the article about how to set up Jira Service Management. Here you have the checklist of 10 most important things that help you get started: 

1. Log in to your Jira instance. Remember that to configure it you need Jira Admin permissions.

2. Go to Jira Service Management settings in the administration panel.

3. Set up request types that your users will be able to submit. Customize them with specific fields and workflows.

4. Create Jira Service Management request forms. Include relevant fields to gather all necessary information.

5. Organize incoming requests into queues based on their type or responsible team. 

6. Set up SLAs to define response and resolution times for each request type.

7. Design the layout of the Customer Portal to match your organization’s branding.

8. Add helpful content such as knowledge base, FAQs, and announcements.

9. Automate repetitive tasks by creating automation rules.

10. Define when and how users and agents receive notifications about their requests.

You’re almost done! Now, it’s time for some extra points. They will help you make sure you’re making the most of your Jira Service Management.

In native Jira Service Management, you’re able to set up your Customer Portal to match your brand style more. You can add a basic background and a text banner to it. But what if someone wants to make advanced changes to the look and feel? On Data Center, with the 4.2 version of Jira Service Management, you get access to the software’s source code. It allowed for implementing the most advanced in-house modifications. However, this wasn’t exactly what the users needed. Even though you got the chance to make some more adjustments, it’s still necessary to involve developers in the procedure. 

In the native Jira Service Management Customer Portal, you can change the login message and the language. Teams can also add names, logos, and announcements to their service desks. This helps customers make sure they are in the right place. 

To brand your portal you must be logged in as a Jira Admin. From your service project, navigate to Project settings and then Portal settings. At this point, you can edit the name, introduction text, and logo fields. 

Your portal’s header, URL, and button colors are automatically copied from the main help center. 

Keep in mind that the picture for your project called the project avatar, isn’t the same as the logo for your portal. The project avatar appears within your service project for your team. On the other hand, the portal logo shows up in your customer-facing help center and portal. You’ll need to set them up separately. 

You set up the logo in the same Portal settings as the name. To change the avatar, go to the Project settings and then navigate to Details. Next, pick the new avatar in the proper field. You can select one from the default icons or upload your image.

You might need to add new custom fields to collect more details from your customers. It can be a field for their number, the request purpose, or location. Everything that could assist your agents in resolving an issue. Here’s an instruction on how to add custom fields on Cloud hosting: 

After you’re done, take a look at the box next to your project key. Pick screens where you want your new custom field to appear. 

In the Atlassian documentation, you can find an explanation of how to update custom fields in the Data Center.

You still can get a more advanced setup without digging into JSM’s source code. The apps on the Atlassian Marketplace extend the native design customization options. One of them is Theme Extension for Jira Service Management. The plugin enables us to change several UI elements on the Customer Portal.

To customize Jira Help Center design with Theme Extension you don’t need any technical skills. The plugin is available on the Cloud and Data Center. You get the main customization options: Pages and Templates. To edit them you have to log into Jira with Jira Admin permissions. Let’s take a closer look at what can you do. 

In Theme Extension, Pages replace a traditional Customer Portal experience. They allow you to have a customizable space for each project you manage. Even if there are multiple at once. 

Using Pages you can edit: 

In Templates Gallery, you can use the premade Customer Portal templates, and configure them to match your needs. You can also create your own. 

Predefined templates include:

Theme Extension for Jira Service Management Data Center enables you to edit the Customer Portal by adding the Cards theme to the default Jira Service Management setup. How can you make some changes in the UI design?

Cards are not the only option to personalize your Help Center. Theme Extension for Jira Service Management enables you to add List Theme and customize them in different ways.

Here’s an example of how it can look like:

A good Help Center can help your customers and your business. It can make customers happy, reduce support tickets, and improve your brand. But, to make your Help Center the best it can be, you need to customize it.

In this section, you’ll discover 5 helpful tips to make your Help Center a valuable asset for your business.

Customization helps tailor the support portal to fit your organization’s unique needs.

Incorporating logos, colors, images, and style results in a consistent look and feel. Thanks to this customers are sure they are in the right place to get support.

When a Customer Portal is intuitive, users can find the information they need quickly. If you provide them with the knowledge base, they can solve problems on their own. It reduces the workload for support teams.

Flexibility makes it possible to adjust your Help Center as your organization changes.

Customer Portal offers data on what users are searching for and what’s working best. This can help you improve your Support team efficiency over time.

Jira Service Management has some native customization options but they’re limited. Modern businesses usually need more flexibility. This is why, apps like Theme Extension for Jira Service Management allow you to aim higher. Thanks to plugins, you can transform your company’s Customer Portal. You can get a unique Help Center that reflects your brand visual identity. There’s no doubt an intuitive user interface changes how people interact with the platform. It becomes truly helpful, not just functional enough. Thanks to this, a company gains trust and brand recognition among its clients.