I like the Service Desk plugin but the current user-based pricing model (requiring a new user for each Service Desk customer) doesn't work for the case where you want to support many external customers who might only use JIRA once. I read that Atlassian are considering offering it with agent-based pricing (pay for each JIRA user 'agent' who service the Service Desk customers). Did that go anywhere? It would be good to know if there is an Atlassian announcement coming up as I'm currently considering other options and would like to make a decision based on all the information.
Thanks for the heads up, guys! Here's the answer to my question announced at the annual summit: $20/month for 3 agents and unlimited clients in the newly-released JIRA Service Desk 2.0 http://blogs.atlassian.com/2014/09/introducing-jira-service-desk-2-0/
Well done, Atlassian!
I've finally had time to ask my Atlassian rep, and no, you've not missed any announcements.
It is still something they know they need to address, but if there have been any decisions, they are not public yet, even with partners and experts.
As we're getting close to the annual Summit though, I wouldn't be surprised if something is announced, even if it's just a timescale.
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