What is the typical number of agents assigned to Jira Service desk for a company of 25,000?

Jennifer Brown

My company has roughly 25,000 employees, and we are looking at JIRA Service Desk as a possible solution for internal incidents, requests, and customer ticketing solution etc.   We understand the difference between an agent, a customer and a Jira user, but want to understand better how many agents we should be planning for/estimating for.

So the question is, for enterprises currently using Jira Service desk, about how many agents do you have licensed for?

JP _AC Bielefeld Leader_

Hi Jennifer,

that vastly depends on how many tickets to you expect to be handled per hour / day / week. Are you using another service desk solution already? Do you have a multi-tier support? How are the tickets created? By mail, using the web portal, are your employees using the phone? What tickets do you want to be handled by the service desk agents? IT only, HR, Finance, Marketing, Facility management, special processes?

There simply is no good valid answer to your question without knowing more about the use cases.

Best regards

JP