Do I need JIRA core or JIRA software to add "light-agents" to my JIRA Service Desk?

[Markus Raab]

As the JIRA Service Desk (Server) agents are quite expensive I think about purchasing less agents, but get a JIRA core/software license that allows the 3rd level support guys to help our JSD agents.

I think and hope that it works how I imagine it:

• Customer opens ticket
• Agent works on ticket but cannot solve it 
• Agent transfers ticket to 3rd level guy who has only JIRA core/software license
• 3rd level guy solves the problem and documents it in an internal comment in the ticket
• Agent gets notified about this and can solve the ticket
• Customer is happy

Is this how it could work? The guy with JIRA core/software license can see all the information in the ticket but cannot interact with the customer, right?

If so, which license does the 3rd level guy need? Is a JIRA core license enough? Or does it require a JIRA software license?

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Markus,

Yes that's how it works and that "light agent" would only need JIRA Core.

Cheers

Susan

[Markus Raab]

Thanks a lot! Much appreciated Susan!