Customer Support agents communication with Engineers in Jira require them to have a licence

Adri_835tw1

 

I'd like to get some insights about the possible improvements around this flow, to reduce licensing costs.

Current Flow:

1. Customers contact CuSu (let's assume via phone).
2. CuSu creates a "Support Request" ticket in Jira for Engineering.
3. Engineers and CuSu communicate via comments until resolution.
4. CuSu informs the customer (let's assume via phone).

Cost Inefficiency: Licensing all CuSu users (approx. 50) as Jira users is costly ($425/month), as they mainly need commenting access.

Desired Outcome: A cost-effective solution within Jira Cloud for CuSu to communicate with Engineers on support tickets, without full Jira Software or expensive JSM agent licenses.

Specific Questions:

• Are there alternative Jira workflows or configurations to achieve this?
• Are there cost-effective communication features or plugins?
• Is there a way to give limited access to the JSM portal?
• Are there integration options?
• Is there a way to integrate an external tool to comment without a license?

Goal: Reduce monthly costs while maintaining efficient communication between CuSu and Engineers within Jira Cloud.

Kai Becker

Hi @Adri 

welcome to the community and thank you for your question.

JSM has the feature of collaborators. And this role is a perfect fit for your engineers.

This will allow them to take a look into the JSM requests BUT only allow them to make internal comments. This way you can keep the one face to the customer approach.

If you still need them to transition issues or handle external comments you can use Automation Rules alongside a manual trigger to handle these features and making actions with an agent as rule actor.

To read more about collaborators, please read here: https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/