I want to use service desk for my internal customers, i.e. not publicly accessible, so that they can log in and create requests.
I also want to create a knowledge base for my service desk that my internal cusotmers can access.
I don't really understand the licensing for this.
Assuming I have 100 internal customers that need to create requests and search and view (not create) knowledge base articles, 2 service desk agents and 2 confluence article writers. How many licenses do I need for Service desk, and how many do I need for confluence?
You would need to get a license on JIRA Service Desk for 2 agents (the smallest one) and a license in Confluence for 2 users!
Your customers on JIRA Service Desk will be able to browse the Knowledge base created on Confluence for free.
For more detailed documention, you can check this article : https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-knowledge-base-with-confluence
thank you so much for your answer, Hermance!
A follow-up question I forgot to ask, with those two service-desk and two confluence licenses, I can still restrict access to both service desk and knowledge articles so that only my 100 users can log in and see it - i.e. it won't be publicly available for anyone?
The link has had punctation added to it. I do that all the time - end a sentence with a link, and then add a full-stop to the end of it for correct grammar, which then breaks the link.
Try removing the %C2%A0 from the end.
I've posted this long explanation because there are quite a lot of links with similar problems here, and you're going to see others.
p.s you will need 10 users for Confluence - that's the lowest tier you can get if you need 2 users.
Hey sorry, here is the proper link https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-knowledge-base-with-confluence
As nick said, you need to get the lowest license so 10 users on Confluence and 3 agents on JIRA Service Desk. And yes, the knowledge base will be restricted to the customers in your user management base.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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!
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