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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      As a Project Administrator, I would like to have the ability to display a different URL for Jira Service Management (e.g. support.company.com) instead of jira.xxx.com

      Problem Definition

      In Jira Service Management, customers must access Jira by using a Service Project URL, which can sometimes be quite a long path, depending on the portal.

      Suggested Solution

      • Create the ability to have a Short URL option on the portal, (like short url's in Confluence pages)
      • Create the ability to have customisable short URL's that could point to different portals in Jira Service Desk.
      • Create the ability to have this configured per project and global

      If implemented, the solution should cover scenarios with Data Center and SSO setups

      Workaround

      Use a Reverse Proxy or URL redirect service external from Jira.

      Another workaround is described in How to customize customer portal URL in Jira Service Management Server

      • Please ensure you test this first on your test instance before you implement on your production.
      • Please also note that Atlassian does not support this customization.

            [JSDSERVER-1627] Create ability to customize the Customer Portal URL in Jira ServiceDesk

            jason.douglass added a comment - - edited

            +1  I'm a bit confused how much more interest Atlassian needs to gather.  There are several very similar tickets that have been closed without resolution.  Please move this to an active project. 

             

            jason.douglass added a comment - - edited +1  I'm a bit confused how much more interest Atlassian needs to gather.  There are several very similar tickets that have been closed without resolution.  Please move this to an active project.   

            +1

            Serving our customers via portal with the name with some number in it looks really unprofessional  

            Jana.Kyselova added a comment - Serving our customers via portal with the name with some number in it looks really unprofessional  

            Barış Türkkal added a comment - https://getsupport.atlassian.com/browse/PS-148101

            I want the option to have multiple customs URL's for each service we provide and a group of customers.  We might have to look for a solution that has this feature. R

            Remus Lechintan added a comment - I want the option to have multiple customs URL's for each service we provide and a group of customers.  We might have to look for a solution that has this feature. R

            Wainting for this feature

            Ruben Khachaturov added a comment - Wainting for this feature

            BNT added a comment -

            +1

            essential for a professional appearance

            BNT added a comment - +1 essential for a professional appearance

            +1

            +1

            Aaron Charles added a comment - +1

            +1

            I totally agree this should be expected for a branded user experience.

            Arno Schoenmakers added a comment - I totally agree this should be expected for a branded user experience.

            Customized URL or at least CNAME support would be great!

            Mark Hadjar added a comment - Customized URL or at least CNAME support would be great!

            +1 

            When managing portals for multiple customers, it is not appropriate to number them. This is urgently required to provide a professional experience.

            Chloe Harper-Ashton added a comment - +1  When managing portals for multiple customers, it is not appropriate to number them. This is urgently required to provide a professional experience.

            This is an absolutely crucial feature which should be created as soon as possible. It's really unprofessional not to be able to choose your own URL.

            Peter - Altoida Support added a comment - This is an absolutely crucial feature which should be created as soon as possible. It's really unprofessional not to be able to choose your own URL.

            +1 - not sure why this feature isn't taken more seriously. As an agency / MSP we expect a branded experience for our customers. 

            Jordan Ryan added a comment - +1 - not sure why this feature isn't taken more seriously. As an agency / MSP we expect a branded experience for our customers. 

            Antonio D'Errico added a comment - - edited

            i would also be happy if this feature would exist.

            we solved it by creating a cname. e.g. servicedesk.company.com then redirects to the start page of service desk. we even have cname for the respective portals. so e.g. support.company.com redirects to portal-1 and hr.company.com to portal two. we then placed these links with scriptrunner (custom web item) in the menu at the top of jira. i think once the user gets to the portal it doesn't matter what the url looks like. you have to make it easy for the user to get to the portal. for internal or external purpose this is easy to setup with the internal or an external dns-server.

            i guess if you can customize the url it could occur some problems with the dns and the baseurl of jira.

             

            cheers
            toni

            ps
            Sorry i'm not able to share a screenshot --> no permissions
             

            Antonio D'Errico added a comment - - edited i would also be happy if this feature would exist. we solved it by creating a cname. e.g. servicedesk.company.com then redirects to the start page of service desk. we even have cname for the respective portals. so e.g. support.company.com redirects to portal-1 and hr.company.com to portal two. we then placed these links with scriptrunner (custom web item) in the menu at the top of jira. i think once the user gets to the portal it doesn't matter what the url looks like. you have to make it easy for the user to get to the portal. for internal or external purpose this is easy to setup with the internal or an external dns-server. i guess if you can customize the url it could occur some problems with the dns and the baseurl of jira.   cheers toni ps Sorry i'm not able to share a screenshot --> no permissions  

            Any update or estimate on the realease of this feature?

            Falko Sieverding added a comment - Any update or estimate on the realease of this feature?

            NCATS LAB added a comment -

            This is needed. The suggested workarounds still resolve to the long original URL, and is confusing to customers.

            NCATS LAB added a comment - This is needed. The suggested workarounds still resolve to the long original URL, and is confusing to customers.

            Looking forward to this. 

            Anna Dannheisig added a comment - Looking forward to this. 

            This is so much nedded.

            Albert Manuel added a comment - This is so much nedded.

            Suhail Wani added a comment - - edited

            We are looking for this to be implemented as soon as possible. Can you please confirm when can this be added to Jira.

             

            Suhail Wani added a comment - - edited We are looking for this to be implemented as soon as possible. Can you please confirm when can this be added to Jira.  

            with the release of Jira ver. 8 and JSD ver. 4?, Any time soon right?

             

            Rick Beemsterboer added a comment - with the release of Jira ver. 8 and JSD ver. 4?, Any time soon right?  

            It's a shame that this need is not taken seriously by Jira team !

            I totally agree with Jeremy Turner ( " I can't believe that this is even a problem I have to deal with. ", in 1/Aug/2016 ! almost 3 years ?! )

            Benoît Chauvet added a comment - It's a shame that this need is not taken seriously by Jira team ! I totally agree with Jeremy Turner ( " I can't believe that this is even a problem I have to deal with. ", in 1/Aug/2016 ! almost 3 years ?! )

            Hello, also looking forward to it very much.

            Katya Godneva added a comment - Hello, also looking forward to it very much.

            removed duplicate caused by hanging browser.

            Herewith a comparison between JSD and JHD:

            https://wiki.teamlead.ru/display/HFJ/HelpDesk+for+JIRA+vs+JIRA+Service+Desk

            Deleted Account (Inactive) added a comment - - edited removed duplicate caused by hanging browser. Herewith a comparison between JSD and JHD: https://wiki.teamlead.ru/display/HFJ/HelpDesk+for+JIRA+vs+JIRA+Service+Desk

            This looks promising.  I actually feel a bit cheated that we recently renewed support desk for three years, and this comes along and it's free.  And they are willing to add features that you need!

             

            (From the website)

            Our team is ready to customize HelpDesk for Jira in accordance with your requirements

            Mark Murawski added a comment - This looks promising.  I actually feel a bit cheated that we recently renewed support desk for three years, and this comes along and it's free.  And they are willing to add features that you need!   (From the website) Our team  is ready to customize HelpDesk for Jira in accordance with your requirements

            Has anyone tried this plugin yet and does it allow customise URLs?

            https://marketplace.atlassian.com/plugins/helpdesk.helpdesk-for-jira/server/overview

            Deleted Account (Inactive) added a comment - Has anyone tried this plugin yet and does it allow customise URLs? https://marketplace.atlassian.com/plugins/helpdesk.helpdesk-for-jira/server/overview

            Atlassian must have become a corpo and once it happens to a company things that we know take minutes or hours to complete will take them numerous of meetings + days, monts or years to achieve... welcome to the corpo world!

             

            Has anyone tried this plugin yet and does it allow customise URLs?

            https://marketplace.atlassian.com/plugins/helpdesk.helpdesk-for-jira/server/overview

            Deleted Account (Inactive) added a comment - - edited Atlassian must have become a corpo and once it happens to a company things that we know take minutes or hours to complete will take them numerous of meetings + days, monts or years to achieve... welcome to the corpo world!   Has anyone tried this plugin yet and does it allow customise URLs? https://marketplace.atlassian.com/plugins/helpdesk.helpdesk-for-jira/server/overview

            There's really no excuse that such a fundamentally basic function is lacking.  And, one that's very straightforward to implement.  Even "podunk" open source ticket systems that were written over a weekend have support for this type of thing.

             

             

            Mark Murawski added a comment - There's really no excuse that such a fundamentally  basic  function is lacking.  And, one that's very straightforward to implement.  Even "podunk" open source ticket systems that were written over a weekend have support for this type of thing.    

            If Atlassian finally releases the source code to service desk like they promised, then the code changes required for this would be literally jut a few lines to use a token name instead of an id number for the portal.

             

            The proper fix for this, is to allow subdomains to be pointed to service desk.

             

             

            support.company.com

            billing.company.com

             

            etc etc.  Even support.someothercompany.com when you're using one Jira instance to support multiple companies or affiliates.

            Mark Murawski added a comment - If Atlassian finally releases the source code to service desk like they promised, then the code changes required for this would be literally jut a few lines to use a token name instead of an id number for the portal.   The proper fix for this, is to allow subdomains to be pointed to service desk.     support.company.com billing.company.com   etc etc.  Even support.someothercompany.com when you're using one Jira instance to support multiple companies or affiliates.

            I agree that we should allow JIRA admin level to customize the url to align/match the departments that are using service desk for issue management.

            e.g. HR deparment

            https://company.atlassian.net/servicedesk/customer/portal/15/

            to

            https://company.atlassian.net/servicedesk/customer/portal/hr/ 

            evanc@tillys.com added a comment - I agree that we should allow JIRA admin level to customize the url to align/match the departments that are using service desk for issue management. e.g. HR deparment https://company.atlassian.net/servicedesk/customer/portal/15/ to https://company.atlassian.net/servicedesk/customer/portal/hr/  

            We're also waiting for this feature after spending a couple of hours looking for a subdomain solution for installed service desk - not sure why Atlassian have not thought about it already for their customers... quite disapponted...

            WEBCODER LTD (EU) added a comment - We're also waiting for this feature after spending a couple of hours looking for a subdomain solution for installed service desk - not sure why Atlassian have not thought about it already for their customers... quite disapponted...

            This would make our Service Desk must friendlier. Seems peculiar that JSD doesn't permit this out of the box.

            Shawn Wallack added a comment - This would make our Service Desk must friendlier. Seems peculiar that JSD doesn't permit this out of the box.

            Why has Atlassian not even publicly commented on this major lack of functionality with over 100 votes?  Why have a public bug tracker that's not publicly tendered?

            Mark Murawski added a comment - Why has Atlassian not even publicly commented on this major lack of functionality with over 100 votes?  Why have a public bug tracker that's not publicly tendered?

            Hanna Guy added a comment -

            Our company votes "yes please" too!

            Hanna Guy added a comment - Our company votes "yes please" too!

            I can't believe that this is even a problem I have to deal with. Being able to customize a URL that will be accessed by potential customers should be a given.

            First, the URL looks unprofessional. Second, the URL is not logical and its inconsistent which will defeat the purpose of having an easily accessible Service Desk. Third, if you didn't know this and blasted your JIRA Service Desk project so you can figure out how to set the URL, only to find out that you can't AND you cannot revert back to a path of .../1 like I just found out, makes me not even want to use this product. Arggh.

            jturnerasbet added a comment - I can't believe that this is even a problem I have to deal with. Being able to customize a URL that will be accessed by potential customers should be a given. First, the URL looks unprofessional. Second, the URL is not logical and its inconsistent which will defeat the purpose of having an easily accessible Service Desk. Third, if you didn't know this and blasted your JIRA Service Desk project so you can figure out how to set the URL, only to find out that you can't AND you cannot revert back to a path of .../1 like I just found out, makes me not even want to use this product. Arggh.

            +1

            This is a very basic feature and should be implemented ASAP.

            Baybars Kumbasar added a comment - +1 This is a very basic feature and should be implemented ASAP.

            This would be a great feature as a url that uses 4 / is in no way a friendly url.

            As is, customers have to type a long url, that is something like this http://jira/servicedesk/customer/portal/6, in order not to go to the wrong customer portal.

            As I understand, the portals are identified in the url by the number at the end, so I believe that a new option of assigning a name to the customer portal would solve the issue.

            For example: if the portal 6 is a customer portal for, lets say Finance Department, the url could be something like http://jira/financedepartment.
            The Finance Department project is already in servicedesk so there would be no need to include servicedesk/customer/portal and the /6 would be the identifier of the name financedepartment.

            If this would be possible i think would be a perfect fit, at least in my case.

            Regards

            Luis Carvalho added a comment - This would be a great feature as a url that uses 4 / is in no way a friendly url. As is, customers have to type a long url, that is something like this http://jira/servicedesk/customer/portal/6 , in order not to go to the wrong customer portal. As I understand, the portals are identified in the url by the number at the end, so I believe that a new option of assigning a name to the customer portal would solve the issue. For example: if the portal 6 is a customer portal for, lets say Finance Department, the url could be something like http://jira/financedepartment . The Finance Department project is already in servicedesk so there would be no need to include servicedesk/customer/portal and the /6 would be the identifier of the name financedepartment. If this would be possible i think would be a perfect fit, at least in my case. Regards

            Our support URL is appended with a /2. Very awkward, especially for an external facing URL. Being able to map the URL to our own domain would be a huge plus.

            Joshua Bennett added a comment - Our support URL is appended with a /2. Very awkward, especially for an external facing URL. Being able to map the URL to our own domain would be a huge plus.

              Unassigned Unassigned
              akassab Alex
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              222 Start watching this issue

                Created:
                Updated: