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Jira Service Desk - Cloud? Can i upgrade? Questions

Albert Manuel

Hi there,

My company wants to give a try to Jira Service Desk Cloud to act as out ticketing system but i have some questions on which i cannot find answers - or maybe i'm doing it wrong:

- Can i start with the Free Trial to see if some things are working for us and after upgrade to standard or premium?

- If it's possible to start with the FREE edition - do i have any limitations?

- Can Jira service Desk be linked with Azure AD for authentification?

- And the last question - is there any way of doing 2factor auth for Jira Service Desk?

Thank You.

Accepted answers

All comments

Dirk Ronsmans

Hi @Albert Manuel ,

Let me try and respond to your questions:

Yes you can definitely start with the Free plan and upgrade later but as you might think Free has some limitations. For example you can only have 3 agents and some functionalities are also limited/not available. More details can be found on https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/
JIRA SD/JSM can be linked to an Azure AD for authentication but you require a subscription to Atlassian Access to handle this.
Also 2FA is handled through Atlassian Access https://www.atlassian.com/software/access

Hope this answers your questions.

Ganesh Babu_l9dxny

Hello Inglo..!!!

Welcome to the Atlassian Community..!!!

1. Yes, you can start a free trial. Cloud has following models - Free, Standard & Premium.

So you can start a free trial for the mentioned above models. Here you find the pricing, features, limitations and all information

https://www.atlassian.com/software/jira/service-management/pricing.

In the same above link you have an option to start a free trial. You can start with 7 days trial with standard & premium plan, an extension can be provided for upto 30 days. For extensions you need to reach Atlassian

You can upgrade your plan to standard or premium.

2. Features and Limitation refer the above link - https://www.atlassian.com/software/jira/service-management/pricing.

3. To link with Azure AD - You need to subscribe with another Atlassian Product which Atlassian Access - https://www.atlassian.com/software/access

4. With Atlassian Access subscription you can have the 2FA Option.

Now Jira Service Desk cloud is called as Jira Service Management which is going to have built in Incident Management Tool - Opsgenie. Where you can manage your alerts of JSM.

So, please Accept the Answer..!!! If I have addressed your queries

Dirk Ronsmans

Don't forget the Enterprise plan ;-)

Albert Manuel

Hi @Dirk Ronsmans ,

Thanks for the answer. Going through the link, I'm not sure that I understand the pricing model for the Atlassian Access - if i'm taking the plan for the 100 agents - i will need to pay just for those 100 people (in the Atlassian access) ? Because i surely will have lots of customers - people who will not be agents but they exist in our azure ad.

Ganesh Babu_l9dxny

Yep, somehow i missed, sure @Dirk Ronsmans

Dirk Ronsmans

Hi @Albert Manuel ,

Correct your Agent tier (being 100) will define your cost for Atlassian Access. Atlassian has a licensing model where you pay for the highest tier on your instance. (even if you don't use all the licenses yet)

If you are talking customers, those would register issues/requests to your customer portal (where a customer does not consume any license).

Integration for the customer portal however with SSO/Azure AD is currently not yet possible without a workaround. There is a change request/suggestion ongoing for that tho. (the work around is also described there)

https://jira.atlassian.com/browse/JSDCLOUD-630

There is some information about portal customers and their licensing details available too:

https://confluence.atlassian.com/cloud/pricing-and-billing-for-atlassian-access-948237309.html?_ga=2.50467822.611318367.1568064674-134749270.1567717026

which also mentions that customers are not billed.

Albert Manuel

@Dirk Ronsmansthe only thing i don't understand is if I need to pay for all the users I get from my azure ad to the Atlassian access or I pay just for people who are agents.

I'm gonna present you my case:

Azure AD with 1000 people - but I want to take a subscription from Jira service desk for just 100 agents because not everyone will require access "behind the scene" in Service Desk. The rest of the people ~900 i want them just to be able to create requests through the portal - but i want to have them imported from Azure AD - i can't let people create their own accounts on the Service Desk - this will not be approved on our side....

So...i just hope that Atlassian Access will not require a payment for all 1000 people...cuz they all will be coming from Azure AD...

Thanks Again

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