Current State:

The existing public API The Jira Service Management Cloud REST API
"GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/customer" does not return the full customer list. Engineering has confirmed this endpoint does not meet the requirement of retrieving the complete customer list programmatically. Internal APIs were explored but are undocumented, subject to change, and ultimately do not offer the solution the customer needs.

Customer Scenario:

A customer has 393 customers visible in their Service Desk UI. When attempting to retrieve the same list via the public API and scripts, the results were inconsistent and incomplete. Despite paginating correctly and using various query approaches, the API never returns the full 393 that the UI displays. The customer needs this data programmatically for reporting and automation workflows.

Proposed Future State:

A supported public API endpoint that returns the complete customer list, consistent with what the UI displays, enabling reliable programmatic access for automation and reporting.