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Cost of Service desk customer



About JSD, recently I found there are 2 ways to add customers.

  1. Project Setting > People > “Service desk customer”
  2. CHANNELS &S PEOPLE > Customers > “customers”.

And I heard #1 will create atlassian account for the customer if doesn't exist.


Does it mean the subscription fee is raised by adding atlassian account via #1?

So I should create customer account via #2 if it doesn't require atlassian account?

And, can we find out whether we create customer's atlassian accounts by #1?

(To delete wrong accounts by #1 and recreate via #2 if it reduces cost)


Thank you



Found similar issue here, but not mentioned about the difference of fee.

1 answer

1 accepted

3 votes
Answer accepted
Walter Buggenhout _ACA IT_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jun 16, 2022

Hi @Plant _ Yuma and welcome to the Community,

Neither method has an impact on the price of an account: a service desk customer has free access to the system through the customer portal.

The only users you pay for on Jira Service desk, are your internal users who handle the tickets. 

To be entirely complete: your first line employees, who can actually update the ticket status and interact publicly with your customers are called your service desk agents. You grant them product access, which is actually the same as granting them a JSM license. Those are the ones you pay for through a JSM product license.

Hope this helps!

So if you want your customers to have SSO capability, then it's best to create the customer via #1 as this will create the Atlassian account for them to use SSO? Otherwise they are unable to use SSO?  And is the SSO component the section that is covered by the Atlassian Access per user charge?  So creating the customers via #1 will incur the per user Atlassian Access charge?

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