Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can an agent be a team member? Is there any restrictions on how many team members with the FREE vers

Hi there,

We, as a small company, want to start with JIRA Service Management free version before buying the premium product. I can see there is a limit of 3 agents, however, it does day nothing about any restrictions on the number of team members. I have two questions:

  1. Can an agent be a team member? 
  2. Any restrictions on the number of team members?

We have 6 people in the team to assist others with various incidents and tickets.

Looking forward to hearing from you. Already grateful!

1 answer

1 accepted

1 vote
Answer accepted
Jack Community Leader Jun 14, 2021

Can you define “team member“? With JSM you have agents and customers. In the free version you get three agents and an unlimited number of customers. So if your team members are actually customers then you should be fine. However customers do not have access to the application except via the portal.

Now you also can have collaborators if you are using JSW. In this case any licensed Jira software users can be set up to browse and comment on GSM issues 

Hi Jack,

Thank you for your quick response. I am still learning the terms here, my apologies. Just to clarify, after an agent assigns a ticket/request to someone internal to address the issue, I called that "internal person" a team member.

Customer would be the person who lodges a complaint or incident, and it could be both internal or external. Now, here comes my question: how many people we can have in a team to attend the incidents, after an agent redirects those incidents to a respective team or teams?

Jack Community Leader Jun 14, 2021

No worries, JSM takes time to learn. 


  • paid licensed users (beyond the free 3)
  • can work issues (Assignee) to closure


  • free users
  • create and interact (comments, transitions) on issues

in your case I would say “team members” are actually agents since they would be assigned to issues. 

Like partha_sarker likes this

Grateful for your reply, Jack, answers the question.

Thank you for the information and advice! 


Prepaid Card Status

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

204 views 1 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you