Do costumer Jira Service management user need a paid confluence license when using AI?

Question

Costumer users in JSM are free users. In our scenario, they log in via SSO with Microsoft Entra as an Idp.  But if I want to use the Atlassian AI in JSM and let the costumer be redirected to confluence pages for solutions, do then all costumers need an individual confluence license to read the solution or to get the info from the confluence pages?

Marv dlf · Answer

I see, tank you for the info. That means that I need to copy a lot of documentation from 1 space to a new space in our case (for the knowledge base). We have internal documentation for agents and costumer documentation for costumers a little mixed. Also, we have a lot of documentation on SharePoint already due to Intranet via SharePoint where people post a lot of new on and a lot connects with those internal SharePoint documentation. Do know if that will be possible in the future perhaps or a feature request to create SharePoint sites documentation to the Atlassian JSM AI knowledge base? That would save us a lot of work and maintaining documentation on 2 different locations.

Dan Breyen · Answer

Hi @Marv dlf welcome to the community.  If you are using Confluence as the Knowledge Base for JSM, your customers should not need a separate Confluence account.  It's my understanding that doesn't change if you're using AI or not.  In the pricing plan, I see that it includes the Virtual Service Agent (which would be the AI piece) for up to 1000 assisted conversations per month. I'm not using the AI piece, and my Customers don't have Confluence Licenses.

Here's two articles for setting up Confluence as the JSM Knowledge Base.

Confluence & JSM Setting up JSM Knowledge Base

Part of setting it up is managing the groups so Customers don't need a license.

Hope that helps.