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Do we have to pay for "Service Desk Customer" ?

Waleed Saleem_jgadtf

Recently i added 2 new Custumer to our Service Desk Portal. I got a notification message today. They are listed as "Service Desk Customer" under users and they are listed as "agent". So we have to pay for them.

How can I avoid this behavier ?

best regards

Waleed

Accepted answers

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G subramanyam

Hi @Waleed Saleem welcome to the Atlassian community.

For your query, I would suggest to look at this JSM pricing and plans for a cloud version for better planning of adding new users.

Nic Brough -Adaptavist-

Do not add the customers to the portal in the way you have. It sounds like you have added them as Agents, probably by adding them to a group that says "this person is an agent", and that is not the way to add customers. Customers are not directly added to projects like Agents by roles or groups, there's a customers link in the project settings for them.

Remove them from the Agent group(s) and you won't have to pay for them.

Waleed Saleem_jgadtf

Thx for the response. I did it how you mentioned it. I removed them from the group.

I tried to use the Portal from the custumer View. I was able to create an free account through the Help Center with an random E-mail Adress. The new created Account was listed on the same group where the other 2 custumers where listed.

Can I allow only some custumer to use the Portal ?

Without paying for them ?

best regards.

Waleed

Nic Brough -Adaptavist-

Customer accounts only have access to the portal. Do not add them to the Agents group(s) or roles.

Emilio Camusso_axbdvj

I ran into the same issue.

After creating a Project with the IT template, I was trying to find a way to have only a list of approved customers be able to send in tickets via the service portal (to avoid spam).

Turns out that "Service Desk Customers" role is a paid seat and that's both frustrating and confusing.

Nic Brough -Adaptavist-

Yes, I do wish Atlassian had used a better name for it.

What you are doing here is granting access to customers to the parts of Jira that customers are not supposed to be able to see. To do that, you have to give them Jira accounts, which then need to be licenced. They are not acting as "customers" when you're doing this, they're Jira users now.

Emilio Camusso_axbdvj

@Nic Brough -Adaptavist- would you be able to guide me in the right direction for having a specific customer base that does not require a Jira license? I just want a small list of approved email accounts to be able to interact with the customer portal.

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