Combining Users in Jira with Clients in Service desk (Licensing)

[Deleted user]

Hi,

I run a department of implementation consultants running projects globally through Jira where clients have access to the Jira project and work directly with my people to finish the job. Once the project is done they are removed from jira and use the Service desk login to create and manage support tickets. This is no problem for the first implementation project, but a huge one in project two.

When starting the second project they will both be a Customer user in Service desk and a Jira user with access and privileges to their project. In this case they loose access to the customer portal unless they get a Service Desk Agent license. (unless i'm mistaking). 

If in project two and we don't use a agent license for them they can either see the customer service desk interface or the Jira project access. 

My question to the community is:

Is there a way to run the projects and support without adding a Agent license to the users?

[Olga Videc · Accepted solution]

Hello @[deleted],

JSD agent license and Jira software license are two different things, so if you want them to work on projects you need to provide them with Jira software licence and add them to service desk as a customer( no SD agent license) they will be able to create issues and comment them.

BR, Olga

[Olga Videc]

Also check this,

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-how-jira-service-desk-works-with-jira-core-software

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

https://confluence.atlassian.com/servicedesk/collaborator-660967501.html

[Deleted user]

Thanks a lot for the quick reply. I will have a look at what you sent in the beginning of next week.

[Deleted user]

The solution was what URL the client goes to. If the client is working in the project in Jira then they need to enter the Support entry point in order to not need a agent license.