Jira Cloud premium offer any agent account?

[Iresh Rupasinghe]

We have Jira cloud premium offer. We need to implement ITSM system as well. Could you some one please share are we entitle any agent account with premium offer?  

[Jack Brickey]

Hi @Iresh Rupasinghe , If you wish to implement a TSM project then you would need to add JSM which is a separate application.

[Iresh Rupasinghe]

Hi Jack,

Thank you. Do I need to purchase separate agent license ? Because I heard cloud premium offer few agent licenses (JSM).   

[Nic Brough -Adaptavist-]

Yes, Agent licences are not the same as Jira Users or Jira Developers  (I think of Users as people licenced for Jira work management, and Developers as those licenced for Jira Software)

Cloud does offer a limited number of Agents, and they're expensive compared with the other two, but your customers are free and unlimited - I know of places that have fewer than 10 Agents handling calls from tens of thousands of customers.  The way JSM works does mean it is easy to only have a few Agents, alongside a large customer base and a substantial set of Users/Developers.