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

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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!

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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.. 

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