Adding a customer in Jira service desk has a impact on confluence licence

Question

Hi

We want to use Jira Service desk for our end customers.

I read that adding Customer in Jira Service desk does'nt require addl licence. Correct ?

But when I do so , my confluence users cannot edit anymore more any confluence pages because I reach the max nb of users.  (I guest in Concluence because if I remove the Jira service desk end customer it works fine)

How is this possible ?

FYI . my jira service desk is linked to a knowledge base which is a confluence space directory that is publically accessible

Thanks for your support because I need to create many end customers in my jira service desk and I don't want to impact my (10 licence) confluence users in edit mode

Mike Bowen · Answer

Hi @Nicolas Gueuning

You can go to Jira Settings, Billings and click on Manage subscriptions. This will show each of the Active Subscriptions and here you can manage your users.

Simply find the customer in amongst your paid subscriptions and remove them. Then add the customer to the Customers - Organisation in Jira Service Desk and bob's your uncle your problem should be resolved.

-Mike

Nicolas Gueuning · Answer

Hi Mike

I changed the Customer Permissions to " Customers who are added to the project"

And it seems ok now when I had a new customer , this one is not part of the confluence licences.

But When I check the licence details and I do a refresh I have 10 licenses used.

And when i could the nb of user being part of the confluence-users and administrator group I count only 9 users.  How can I list the 10 licences being used (as defined in the licence details).

It seems that the 10 th one was a customer of my jira service desk.   But I'm not 100% sure.  And if so , how can i reset that customer in order that he is not part of my 10 confluence licence (knowing that he introduce already tickets...)

Thanks

Mike Bowen · Answer

Hi @Nicolas Gueuning

Adding a customer to Jira Service Desk via Customers - Organisations, should not interfere with your overall Jira Licences as adding customers to be able to use the Customer Portal to raise requests and to access the knowledge base is a free option. Provided you have followed these steps. In Jira Service Desk

* Project Setting* Customer Permissions - Customers my team adds to the project.
* Knowledge Base* - Link to a Confluence space
* Everyone with access to the your service desk can read articles without a confluence licence. ( This option is best if you want to share knowledge base articles with your customers).

If the above is set up then you will not use up one of your licences.

-Mike