Jira Service Desk Licensing

Question

Hello,

i'm going to setup a Jira service Desk istance, but i have a question: if i have 10 users in my organization but i use only simultaneously maximum 3 licenses can I buy the 3 user license?

How the licensing count works? By assignement or by simultaneous number of agents online?

Thank you

Best regards

Bastian Stehmann · Answer

Hi @Filippo Ratti,

The license is no floating license,  it is for named users.

So if you have 10 agents, you need a license for 10 agents.

With a lot of administrative overhead, you can use a license for three agents.  You will have to activate the users that currently use Jira and deactivate the users that don't.

But this is absolutely not recommended.

Ajit Rajput · Answer

Hi @Filippo Ratti

An agent is anyone responding to an incoming ticket. You only pay for agent licenses, and nothing else. With a single license of Jira Service Desk, you get unlimited customers, and can create unlimited projects.

An agent consumes one Jira Service Desk license, so its by assignment.

Customers do not require a Jira Service Desk license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your service desk.

Lastly, you do not need to have the same number of Jira Software and Jira Service Desk licenses. You can select and pay for what you need with each product.

Hope this brief information was helpful.