Tickets created from emails & licensing

Question

Hi,

I'm aware that it's possible to create tickets in JIRA / JIRA Service Desk via email. I have a question on this - does a person who sent an email require a user in JIRA? Will this user count towards # users to be licensed?

Is there any way to server our case - to have just 20 registered users (L1 and L2 support engineers, who work and resolve issues) but in the same time allow 300-500 users to submit their issues via emails, without having a way to log into system?

Nicolas Bourdages · Answer

Basically, yes. Both options are valid, although Option 2 doesn't really need Service Desk, as Steven said. If you don't get to use the Service Desk customer-facing interface, what do you need it for?

Option 2 is a lot cheaper, but Option 1  is much more pleasant for customers, since there's a nice UI and better visibility on their tickets.

In short: Option 1 is nicer, but more expensive. Option 2 is way cheaper (you could forego Service Desk and just get JIRA and JEMH for $200), but less attractive for customers.

If you'd rather have Option 1, I suggest you contact Atlassian sales and tell them about your situation. Who knows? Maybe they'll feel inclined to meet you halfway and give you some kind or discount. Option 1 is $2000/month, Option 2 without service desk is $150 to them (JEMH is not developed by Atlassian). Rather than see you spend less on Option 2, they might allow you to go Option 1 for 1000-1500 per month. 
It's worth the try.

Cheers.

Steven F Behnke · Answer

The Enterprise Mail Handler is a separate option. It's an alternative to using JIRA Service Desk to consume emails or using the built-in JIRA Email Handler.

Customers in Service Desk are free. Agents are the per-user cost. Other JIRA users are the normal JIRA pricing.

VOLODYMYR IAROV · Answer

Hi Nicolas,

Thanks for getting back so fast on the subject!

Am I right that both options below are valid:

pre-requisite - we definitely need JIRA + JIRA Service Desk

Option 1: we have our ~ 2000 users registered as JIRA users and pay $ 1500 / month for them. Only ~20 of them will be granted "agent" role in Service Desk for handling issues and we pay additional $ 400 / month for them

Option 2: we have only 20 users registered as JIRA users ($ 150 / month) and all of them are in "agent" role for Service desk ($ 400 / month). To let other ~ 2000 users submit requests via email - we buy Enterprise Mail Handler for JIRA plugin, setup it and for our 20 registered users it will be additional $ 50 / month

Thanks in advance for your help on this!