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Do you need to be JIRA "user" to view and explore tickets

Braden Jennings May 24, 2023

I was just investigating the pricing structure for JIRA, and possible usage at the company I work.

 

I just wanted some clarification whether you need to be a "user" to view and explore tickets.

 

I wondered whether everybody in our organization needs to be a "user" or not.

 

Thanks

2 answers

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Brant Schroeder
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 24, 2023

@Braden Jennings You can start with Jira Service Management on the free account but you would only be allowed to have 3 agents.  You can have unlimited customers.  Customers would access the application through the customer portal.  If all customers were setup in the same organization then they would be able to browse tickets in the customer portal that other customers submitted.  The agents (those answering the ticket) would have full access but you can only have three.  

My recommendation would be to choose a small unit and have them pilot the product with 3 agents and unlimited customers.  This way you can see how the product works, make adjustments and see if it is something you would like to roll out to the whole company.  

2 votes
Robert Wen_ReleaseTEAM_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 24, 2023

Hello @Braden Jennings ! Welcome to the Atlassian community!

Jira Service Management is unique in that there are several different user types involved, and depending on the type of user, you don't consume a JSM license.

Customers create the tickets, either through a portal , via email, or by Slack/MSTeams. Customers do not consume licenses.

Agents work on tickets created by customers.  They view these tickets through the Jira interface. Agents do consume licenses.

Hope this helps.

Braden Jennings May 24, 2023

Can customers explore all the open tickets without needing a license?

I'm just wondering the limits of what a customer can do, if they don't have access to the full JIRA interface.

I'm guessing for example they can't leave comments and discuss the ticket without the full JIRA interface.

Robert Wen_ReleaseTEAM_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 24, 2023

From the portal, customers can view their requests, leave comments on their requests, all without going on the Jira interface.

They could view all requests, if permissions are set up correctly.

Braden Jennings May 24, 2023

Sorry I'm not familiar with the portal...

At the previous company all VFX artists had access to the JIRA interface as customers.

Do you need to pay for the portal?

Braden Jennings May 24, 2023

I'm mainly wondering whether I could start out on the free account, to test JIRA in our organization. Or whether I need to jump straight to paid account.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 24, 2023

It depends on what you want to test out. Free accounts won't let you control permissions, but you can do most other stuff. And you only can add 3 Agents to the instance for your testing. But that should be enough. 

I would say create the Free instance, do as much as you can to test and then upgrade when you need to if you need to test more in-depth and with more Agents. 

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