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.
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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