End users license and account

Dear Atlassian Help Desk,

This is a question about JIRA + Service Desk? Do end users count towards the license fee? We have about 10 workers and 300 customers(end users). Do we have to pay a license for 10 or maybe 310. Do end users have a private are where to login and check their old support tickets?



2 answers

0 vote

We're end users, not a helpdesk, but we do try.

There are three types of users involved in JIRA Service Desk.

  1. Agents - these take up Service Desk Agent licences, and are essentially the people handling the initial Service Desk calls, following them up, talking to customers, poking developers to get things fixed etc.
  2. JIRA users -  who use other parts of JIRA take up jira licences.  They are the developers, testers and so-on.  They can be named to help out with service desk calls, but they are NOT agents, and don't have the full set of abilities that agents do
  3. Customers - these are the people raising Service Desk requests and asking for help.  They do NOT take up any licence


So, you don't need to worry about customer numbers.  But you do need to think about how many JIRA users you need vs how many agents.  (Note that agents are also JIRA users).  A typical small case is a team of 10 developers with 3 of them named as Agents to handle the incoming calls.  10 JIRA users + 3 agents.

0 vote

You customers (end users) will not be considered under the Service Desk's license, only your JIRA users set to "Agents".

The customers will also be able to log into the Service Desk portal and see their requests there.


Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

336 views 2 4
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you