Just like Atlassian does for Community, we want our customers to choose how to authenticate. They should be able to login using the Microsoft 365 work/school account, or Google ID, or Apple ID, or Slack, ...
Our customers are business people (mostly G-Suite/O365) with their own work authentication, password, and MFA policies.
We don't want to force them to create another ID.

I just want to add to this with a walkthrough:

• Report bug to Company
• Company sends email with a "Check report status" button which links to https://_company_.atlassian.net/servicedesk/customer/portal/2/IN-...
• Redirects to https://company.atlassian.net/servicedesk/customer/portal/2/user/login?destination=portal%2F2%2FIN-...
  • "Login with your Atlassian account to view your request."
  • My existing Trello/Atlassian account is a Google login account. There is no Google login feature on this page. Typing manually will not work.
    • No alternative account/email will work, due to lack of permissions. Only the email the report was sent to has permission, which is the Google account email.
• Customer has no way to view the portal or contact the sender of the no-reply email.

I hope you understand it clearer. It needs fixed ASAP.

What is the current solution?

This is a strange oversight. We need a login with Google button.

To login to service desk I have to find a new email address somewhere because an "An account already exists" for my google account. Sometimes it will send a "An account already exists for" email, but only once when I tried. Usually it only sends the "Finish signing up" email. The whole process is broken and needs fixed.

Edit: I got around it by entering

regularemail+servicedesk@gmail.com@gmail.com and clicked the resend email button a lot, and then the "Sign Up" button many times inside the "Finish signing up" email before it eventually displayed a name/password creation screen.

But this causes another issue - https://community.atlassian.com/t5/Jira-Service-Management/Error-message-quot-You-don-t-have-permission-to-view-this-portal/qaq-p/1404099

So you can't even follow a link to a "Check report status" because they sent that email to your regularemail@gmail.com, but you're logged into regularemail+servicedesk@gmail.com, because it won't let you login to regularemail@gmail.com...

This entire process is trash. Are they not confused by the lack of activity/comments on their reports because nobody can access them?

Google Workplace or Microsoft 365 account should be able to create an account and/or login.

Thanks for your feedback Mads. 

This is something we are considering as a part of our wider customer management strategy. I will update when it has some more solid movement.

Before you did the latest authorization update on login, it worked as it should.

Now, when new employees wants to get access to our customer portal, they are required to log in through the Atlassian portal, which then create a Atlassian account (They always uses the "Login with Google" function), and then because we do not assign any groups to new users, they can only request access to Atlassian product (but NOT customer access).

When the access our customer portal link, and if they have never accessed the product before - they are met with the attached image. Here there's no "Login with Google", which makes absolutely no sence, and therefore they have to create a account, which again does they will request for access which spams our Atlassian Admins.

So my request, Please bring "Login with Google" on the customer portal (If not logged in)

@donovan marshall. and others. does this mean you invite them as "users/agents", disable their access to products, send them to the portal?

Any update on this?

Would be nice to add all social login service options for our customers (Google, Yahoo, Facebook, etc.).... the workaround for Google requires you to store the customers as a part of G Suite.  If your customers are stored in a different directory, but internal users are part of G Suite, it becomes very difficult to keep a customer directory in sync.  We would love to be able to sync our customer directory with Jira Service Desk in a better way that shares login information with our internally built services.  Currently we jump through a lot of hoops to add customers via REST API and that does not even let us update them after they are added (hopefully next version of that API will allow updates).  If anyone has any other ideas in the mean time, I would love to hear them.

I've only had this enabled for two work days and already I've doubled my active user base on the support portal. I wasn't getting any traction with users signing up for yet another account/password but this has made it simple. I've got the customers syncing from our staff google groups so any new staff should come in automatically. Now  they put in their email address, the system recognises it and redirects them to the single sign on login with google. Assuming they're already signed in to google which should be most of them they don't even need to enter a password.

That said, it would be nice if this was an official method in documentation.

We're planning to use the work around described in the community post above, but it makes me very nervous that this doesn't seem to be a formally supported solution. Not being officially a feature seems to mean that it could break at any moment... I'd be much more comfortable with it if there was any documentation from Atlassian saying that this is an intended use case that won't change in the near future. 

It seems that you can have service desk customers logging in with google accounts, it just seems that it's not obvious how it's done. This seems to have got it working for me.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/G-Suite-login-for-customers-in-JIRA-SD/qaq-p/624300

I'm currently rolling Service Desk at my place of work and having (internal) customers not be able to sign in with their Google logins like agents has been a limiting factor in getting staff to login to the Service Desk and use it, a good percentage of staff haven't, or don't want to setup another account and password for the Service Desk and this certainly makes the product less useful than it could be.

This will clearly reconsider our choice of JIRA vs the other competitors...

Seems very basic feature...

Jamel

+1

This is a huge blocker for us too and I agree with Oliver Tadman, seems silly.

+1 Seems silly to have the option for agents and not for customers.

+1

This also hinders our business and ease of use for customers. We're growing exponentially each year and our usage will increase with it. This would be greatly beneficial to implement domain wide.

This is a huge blocker for us to rollout Jira-SD org-wide. Please resolve ASAP