Service desk licenses question

Question

We are planning to buy a server version Jira service desk and I have a question regarding the number of licenses we should buy.

We have a set of users that are identified as agents as they are dealing with the daily support. Each user must have a license for his daily work (this is clear for me).

We also have a set of users that may access Jira Service desk to read customers tickets (each user may access the tickets for every customer) or to build statistics on tickets. Do we need to buy licenses also for these users or can they connect without having a license ?

Thanks for your reply.

Alexey Matveev · Accepted Answer

Hello,

There are two types of users in Jira Service Desk: Agents and Customers.  Agents need a license and they work in the portal and Jira UI. Customers do not need a license, but they work in the portal.

To see all tickets in the portal you should add this user as a participant or as the organization member assigned to the ticket and this user can be a customer. But you also said that you want these users to build statistics on ticket. You can build statistics only in Jira UI and that is why your users would need a Jira license. Though it could be any license: Jira Core, Jira Software or Jira Service Desk.

If you want your users to build statistics with the Service Desk Report, then the users must have a Jira Service Desk license

unknown · Accepted Answer

Hi @Addactis Support&Operations ,

Yes, You need to buy licenses for those users also. If those users are trying to build some statistics for the tickets.

If not those Users can be added to the collaborators they can access the tickets, but they can not view the (e.g. queues, reports and SLAs). For the collaborators license is not required. For more information please go the collaborator page.

Regards,
Kishore Kumar Gangavath.