Jira as Support System for a high number of supported end customers

Question

Our development is currently evaluating to change from bugzilla to Jira. Therefore we also look into the possibility to use Jira as ticketig system for customer support. As we have a high number of end customers one option would be of course the unlimited license. Internally only about 30 people would work with the system, therefore an unlimited license would be quite an overkill. What can can we offer our customers with the anonymous access? We are getting a high number of requests via email and we also get in touch with them via email via the current system. What options does Jira has?

Cheers,

Keith

unknown · Answer

If you are open to using JIRA as an email support system that people interact with by email rather than logging in, you can use JEMH to do most things.  This would allow use of JIRA with just internal interactive JIRA users, with arbnitrary external non-interactive users.

Renjith Pillai · Answer

You could additionally use the https://plugins.atlassian.com/plugins/com.atlassian.jira.collector.plugin.jira-issue-collector-plugin for an additional interface for your customers.

If you need of course direct usage of Jira by your customers, then you need sufficient license number so that they can login.

Adam Saint-Prix · Answer

I think you probably have to go with the Unlimited license option, although you say only 30 people work with JIRA, this is really limited to internal users - your total user base includes all your end user customers though, not just your internal team

We are getting a high number of requests via email and we also get in touch with them via email via the current system.

If you want to get in touch with customers via email, you need a way to capture that information, which means creating users for each customer you need to touch base with. You can open the system up to anonymous access, but then you can't capture email information (I don't think) that would allow you to maintain contact with them.

I'm pretty sure you need an unlimited license to do what you are after.