I'm aware that it's possible to create tickets in JIRA / JIRA Service Desk via email. I have a question on this - does a person who sent an email require a user in JIRA? Will this user count towards # users to be licensed?
Is there any way to server our case - to have just 20 registered users (L1 and L2 support engineers, who work and resolve issues) but in the same time allow 300-500 users to submit their issues via emails, without having a way to log into system?
Service Desk recently switched to a pricing mode where you pay for a certain number of "agents", who are authorized handlers of service desks. These would be your 20 support people.
Customers though, have to be JIRA users, set in the Service Desk Customers project role.
If you want to allow non-JIRA customers to report issues through email, you need the JEMH plugin. It's available on Cloud.
Thanks for getting back so fast on the subject!
Am I right that both options below are valid:
pre-requisite - we definitely need JIRA + JIRA Service Desk
Option 1: we have our ~ 2000 users registered as JIRA users and pay $ 1500 / month for them. Only ~20 of them will be granted "agent" role in Service Desk for handling issues and we pay additional $ 400 / month for them
Option 2: we have only 20 users registered as JIRA users ($ 150 / month) and all of them are in "agent" role for Service desk ($ 400 / month). To let other ~ 2000 users submit requests via email - we buy Enterprise Mail Handler for JIRA plugin, setup it and for our 20 registered users it will be additional $ 50 / month
Thanks in advance for your help on this!
The Enterprise Mail Handler is a separate option. It's an alternative to using JIRA Service Desk to consume emails or using the built-in JIRA Email Handler. Customers in Service Desk are free. Agents are the per-user cost. Other JIRA users are the normal JIRA pricing.
Basically, yes. Both options are valid, although Option 2 doesn't really need Service Desk, as Steven said. If you don't get to use the Service Desk customer-facing interface, what do you need it for? Option 2 is a lot cheaper, but Option 1 is much more pleasant for customers, since there's a nice UI and better visibility on their tickets. In short: Option 1 is nicer, but more expensive. Option 2 is way cheaper (you could forego Service Desk and just get JIRA and JEMH for $200), but less attractive for customers. If you'd rather have Option 1, I suggest you contact Atlassian sales and tell them about your situation. Who knows? Maybe they'll feel inclined to meet you halfway and give you some kind or discount. Option 1 is $2000/month, Option 2 without service desk is $150 to them (JEMH is not developed by Atlassian). Rather than see you spend less on Option 2, they might allow you to go Option 1 for 1000-1500 per month. It's worth the try. Cheers.
I'm John Allspaw, co-founder of Adaptive Capacity Labs, where we help teams use their incidents to learn and improve. We bring research-driven methods and approaches to drive effective inciden...
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