External users under project's "PEOPLE"

[Andres Joosep]

Hello!

We are using JIRA as a Customer Service Desk. External users need to be invited into the project or they can Sign Up before creating the ticket via a Form.

Question that has risen is that we have a lot (~100) of clients who have been added to the project and are using it Daily, however a few clients (around 10) are displayed in the "People" tab of the project settings. I have added a picture below of one of the customers.

The questions are:
a) Why are some customers displayed in this view?
b) What are the implications on removing them from this list? 
c) Why aren't all of the external users here - where is the logic?
d) Why are there people in this list (also internal) who do not have an email in display - are they not actively using this and can they be removed?
e) Are all People here counted as "USERS" for the billing of service?

Thanks a lot for your help!

Best,
Andres

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @Andres Joosep 

Welcome to the community!

a) Why are some customers displayed in this view?

When a customer is manually added by an Admin or Agent either in the 'Customer' tab or in the 'People' tab, they will show under the 'Customers' tab and also in the 'People' tab, even if only added in one place, it's mirrored.
If a customer creates their own account through the Help Center or via email, they will only show under the 'Customers' tab, not under the 'People' tab.

Ref: Differences between the Service Desk Customers in the 'People' tab and in the 'Customers' section 

b) What are the implications on removing them from this list? 

Removing the users from here will lock the project's access in the portal.

c) Why aren't all of the external users here - where is the logic?

Good question! 

Jira Service Management was designed to have two places where the customers of the project are placed: "Customers' tab" and 'People' 

Essentially, there's no difference between these customers of the 'Customer' tab and the 'People' tab, and since this is designed.

d) Why are there people in this list (also internal) who do not have an email in display - are they not actively using this and can they be removed?

The visibility of the email address depends on the configuration of the profile and visibility settings for a particular user account. 

Ref: Unable to view the email address of a few of the users in the People section. 

e) Are all People here counted as "USERS" for the billing of service?

No, only the people that in the Atlassian Directory has been added as Agent

Hope this helps

Best regards

Sam

[Andres Joosep]

Hello Sam,

Thanks a lot for your thorough reply!
Everything is clear for now.


All the best

Andres