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Do we have to pay for "Service Desk Customer" ?

Recently i added 2 new Custumer to our Service Desk Portal. I got a notification message today. They are listed as  "Service Desk Customer" under users and they are listed as "agent". So we have to pay for them.

How can I avoid this behavier ?


best regards


2 answers

I ran into the same issue.

After creating a Project with the IT template, I was trying to find a way to have only a list of approved customers be able to send in tickets via the service portal (to avoid spam).

Turns out that "Service Desk Customers" role is a paid seat and that's both frustrating and confusing.

Yes, I do wish Atlassian had used a better name for it. 

What you are doing here is granting access to customers to the parts of Jira that customers are not supposed to be able to see.  To do that, you have to give them Jira accounts, which then need to be licenced.  They are not acting as "customers" when you're doing this, they're Jira users now.

@Nic Brough _Adaptavist_  would you be able to guide me in the right direction for having a specific customer base that does not require a Jira license? I just want a small list of approved email accounts to be able to interact with the customer portal.

0 votes
G subramanyam Community Leader Jul 22, 2021

Hi @Waleed Saleem welcome to the Atlassian community.

For your query, I would suggest to look at this JSM pricing and plans for a cloud version for better planning of adding new users.

Do not add the customers to the portal in the way you have.  It sounds like you have added them as Agents, probably by adding them to a group that says "this person is an agent", and that is not the way to add customers.  Customers are not directly added to projects like Agents by roles or groups, there's a customers link in the project settings for them.

Remove them from the Agent group(s) and you won't have to pay for them.  

Like # people like this

Thx for the response. I did it how you mentioned it. I removed them from the group.

I tried to use the Portal from the custumer View. I was able to create an free account  through the Help Center with an random E-mail Adress. The new created Account was listed on the same group where the other 2 custumers where listed.


Can I allow only some custumer to use the Portal ?

Without paying for them ?


best regards.


Customer accounts only have access to the portal.  Do not add them to the Agents group(s) or roles.

I am not, but the custumer is able to create an account from the Helpdesk. And when he is done his account is automatically listed in a group. Name of the group is "Service Desk Customer".  As son he is listed we are back at the Issue paid user ....


best regards

It sounds like your helpdesk is creating Jira user accounts, not customers.

When you say "create account from the helpdesk", where are they doing this?  What is the process?

I have changed this process. Now only if i invite an custumer to work on the Service Desk, he is able to send a request or use the url for the portal. But still the same problem. When I  invite a custumer, the custumer is listed as "Service Desk Customer" the other 2 roles are "Administrator" and "Service Desk Team"


Your "create account from helpdesk" process is incorrectly creating Jira users, not customers.  You have not told us what you are doing when you "create account from helpdesk", so I don't know what to tell you to look at.

but this is broken imho. We want our intern users to login using their microsoft account. So we are at the same Problem. We don't want to add them as seperate Users in the Customer Portal.


Why is there a Customer Role that gets billed?

Like Emilio Camusso likes this

I think you need to be clear on where "it is broken". 

There is nothing broken in Jira.  You have a "create account from helpdesk" process that is adding new people into one or more groups that say "This is a (billable) Jira user, not just a customer".

The broken bit is that process.  For accounts that should just be customers, stop it from adding them as Jira users.

To answer "why is there a customer role that gets billed?" - your admins added one and set it up like this.

You don't have to have customers as separate users in the portal either.  As an example, I have one account for our product support portal.  When I first got that account, I was only a customer (non billable), until the developers asked for my help with something, at which point, they granted my account "Jira Software user" access.  I then got access to Jira in full, became billable, and carried on using the same account as a customer.

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