The difference between user and agent in terms of pricing

[糸井 彩佳]

I want to know how much cost is need to use JSM.

I understood it deprnds on users and agent.

But, I couldn't understand what is the difference between the concept of user and agent.

In JSM roles, agent includes Servece Desk Team, but I think in clculating cost, agent has another meaning.

[Trudy Claspill]

Hello @糸井　彩佳 

Welcome to the Atlassian community.

For JSM there are different types of users at the Product level

Users (agents)

Users (customers)

Agents are your team members who would work on the items in your JSM project. They would be assigned to the items, update data in the items , add comments, and change the Status of the items. Pricing for the product is based on how many users you will give User (agents) product access to.

Customers are the people who will submit the items. They will access JSM through a special Customer Portal UI that gives them access to limited data for the items and gives them limited functionality. The number of people given User (customers) product access only are not counted in the pricing of the product. There is no limit on the number of Customers you can have.

Service Desk Team is a Project Role. Assigning a user to a project role sets their level of access to that specific project. The combination of the Agent level product access and being assigned to the Service Desk Team role gives a user the ability to act as an Agent in that JSM project.

Users that have Customer level product access are assigned to the Service Desk Customer role to be granted access to a specific JSM project through the Customer Portal.

For more information refer to

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/