Query re suitability of JSM and Template Selection for our use case

[River Cloud]

I'm always getting admonished by forum admins for posting the wrong type of query so I'm pre-empting my main query with this...

I have a query regarding how JSM will support outbound service requests down the line from 1st line support agents to 2nd and 3rd party internal and external resources, teams. 80% will require this, we estimate. Specifically, how the 3 agent limit is interpreted on the FREE version. Is this the kind of thing for this community or is it more suited pre-sales channel - (although of course right now we're starting with the FREE version so no actual monetised enterprise sale is imminent! 24 months maybe...:)

[John Funk]

Hi River - Welcome to the Atlassian Community!

First, you are in the wrong forum to ask this question. 

HA! just kidding. 

The limit of 3 Agents is simply 3 named users. It matters not what level they are interacting with the request/ticket - only 3 people are allowed to make changes to tickets, meaning update fields and transition issues. That's across all JSM projects! Not 3 per project. 

The way a lot of people get around it is to create software projects and then have only one or two (or three) agents triage the incoming requests and then use automation rules to clone the tickets into a software project where you can have up to 10 free users for Jira. You can link the tickets so that there are connections between the tickets. 

[River Cloud]

The above post (and useful responses) is a good example of the kind of (meta-meta) 2nd line support request I'm referring to and we wish to track in JSM ticket (if only with link to external resource).