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?
We're end users, not a helpdesk, but we do try.
There are three types of users involved in JIRA Service Desk.
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.
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.
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