How to set up jira service desk with minimal agents?

Fazila Ashraf Community Champion Apr 10, 2017

Hi

We are evaluating JIRA Service desk for our support team of 10 members.The license costs only $10 for 3 agents and it costs $1500 for 10 agents.

Would like to understand whether we can run our show with just 3 agents.

May be like, sharing a generic agent account between teammembers? Has anyone tried that? What would my team lose if we take that approach?

Thanks in advance for your inputs!

2 answers

1 accepted

0 votes
Accepted answer

The problem with a shared account is obvious - you won't know who the agent is or who is handling what.  It can work in a small tight-knit team where numbers about who is doing what do not matter to the business and your agents work well together and know who is doing what, but you'll find it falls apart if your team is not very close.

Fazila Ashraf Community Champion Apr 11, 2017

Thanks for the answer Nic!

Hello,

I Nic said, shared account is not really a solution. But you could separate the team beetwen Agents and Developers in different JIRA projects to reduce the cost of the Service Desk licence.

The add-on Exocet help for this purpose, you can explore this configuration : http://blog.valiantys.com/en/add-ons-en/exocet-2-11-talk-straight-jira-service-desk-and-jira-software

Fazila Ashraf Community Champion Apr 11, 2017

Thanks for the answer Quentin! I will look at the plugin.. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

245 views 1 6
View question

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