Using Jira cloud with staff in office 365 able to log service requests

[robertw]

We have a server version of Jira with Service Desk and an instance of Confluence on premises. This was implemented prior to me joining the company and is integrated with our AD so users in AD can create Service Tickets and view status by email to jira@ourdomain and check status by clicking on the link emailed to them. I would like to move to the cloud but just trying to understand the licensing a bit better. 

I would like to use service desk and leverage the KB capabilities built-in rather than point to our existing Confluence server, although that could be a stepping stone due to amount of content. We have moved to Microsoft 365 so all our staff accounts are there, my real question is with the Free license does the 10 users mean 10 agents that can action tickets and modify the KB etc? Or is that total users access? Or hopefully can all staff in MS365 send emails to jira@ourdomain.com like they can now to log calls and receive notification of calls logged and progress etc? Jira and Confluence have been great tools for us and I would like to continue to use them.

[Ismael Jimoh · Accepted solution]

Hi @robertw 

The free tier means you have 10 software licensed users, 10 confluence users and 3 agent licenses. See: https://www.atlassian.com/software/free

This means for you, you could have a maximum of 13 jira users at most but only 3 of these will be agents who could be work on issues as for the Kb you have 10 confluence licenses so anyone with a confluence license whether agent or not can modify the KB.

i hope this answers your question.

[Ismael Jimoh]

If the users raise tickets into JSM as customers, then the behaviour you described should remain as they should get the JSM available notifications for customers.

However, note that the emails received will be from Atlassian’s default email they gave to you and you cannot specify a company specific email as the outgoing mail source.

Regards

[robertw]

Hi Ismael thank you for your answer I think it makes it clearer but if you could help with one more aspect please? On the JSM pricing page https://www.atlassian.com/licensing/jira-service-management#jira-service-management-cloud it talks only of Agents in the pricing, ie: 

Is that referring to users that can create tickets by email and view, or agents that can login to JSM and edit, complete tickets etc?