Users and Agents

Question

I have the smallest license for Jira Service Desk, so I can have up to 3 agents (self-hosted).

Every time a user sends an email and a ticket is created, this user is created in the system as a member of jira-servicedesk-users group.

So , in the versions & licenses screen, I see I have 20 users (for example), but really only 3 of those are agents (who create content and reply to tickets).

How do I configure it so it doesn't create a user for each email that is received, or at least, not to count it as an "agent"?

Thanks

Victor Mutambuki · Answer

MicrofinIT,

Users being created doesn't affect your license count.

One consumes a license only if they've part of the JSD license count. In your case, users being added to the Jira-Service-Users group doesn't consume any license.

Victor