Jira Service Desk Integration Costs

Question

I have a quick question regarding integrating a Confluence Space into Jira Service Desk as a Knowledge Base. To do this and have the documents accessible via the portal, is a licensed version of confluence required?

We changed our confluence licensing due to wanting to edit the permissions of our Confluence space but found it wasn't necessary. We're currently on the 2 month trial of the Premium version of the product, and before the payments begin, we want to know if we can change the version we're using to the free one, or the Standard one to save money.

I've searched online and via the Atlassian Community for posts regarding this to verify, but I haven't managed to find any documents stating which level of licensing is required.

Thanks,

Aidan Matheson

Daniel Ebers · Answer

The act of establishing a link between both products is nothing the Free plan would be excepted from.

More information is on this page:
https://www.atlassian.com/software/confluence/guides/expand-confluence/confluence-and-jira-service-management#link-jsd-to-confluence

A recap on what was said along with information on how to setup the connection between Jira Service Management and Confluence can be found here:
https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions-from-your-service-project/

Aidan Matheson · Answer

Alright, that makes sense. Our team is smaller than 10 members so the free licensing should be fine in terms of writing documents to our Confluence Space. As for the service desk users, that makes sense as well, since the knowledge base doesn't rely on them being users in our Confluence Space, just members of our Jira Service Desk.

So then, do I need any type of paid licensing, standard or premium, to attach the space to the jira service desk as a knowledge base? Does that process require a license. As we jumped to the Premium trial, we are unsure of whether the space will disconnect if we switch to the Free plan.

Additionally, thank you for your response, I appreciate it, as it clarifies some confusion.

Aidan Matheson

Walter Buggenhout · Answer

Hi @Aidan Matheson,

Your internal users who write the KB articles need a Confluence license. They're the ones who need to write stuff there, so they are your licensed users.

Your service desk users - the folks who will be seeing KB articles through the JSM portal as they are searching for help or creating content do not need a Confluence license at all. They can use your content treasures free of charge.

Hope this helps,

kr,

Walter