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How to add 10 users in Free Plan JIRA Service Desk Management?


We're using free JIRA Service Desk Management but we cannot add more than 3 people in it. However, on the website of the Free plan it says "Supports up to 10 users or 3 agents".

What does "10 Users" mean here? We need only 2 admins, 2 agents and others will be collaborators. How should we configure them? When we want to add someone we always get the same message saying we've reached the maximum people in this plan

2 answers

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2 votes
Answer accepted

Hi @Didem Aksaray,

10 users applies to Jira Software, Jira Core or Confluence. Jira Service Management has a different license model where your users are your agents, basically the people who treat the incoming tickets.

The collaborators you refer to, would be Jira Software users that you add to the service team of your JSM project, but you don't grant them access.

So: make sure you have Jira Software free and add your collaborators there. Only you 2 agents should have product access to Jira Service Management. 

Hi @Walter Buggenhout _ACA IT_ 

Thanks for your answer, it was very helpful. We're using JIRA Software on premise and our users are defined there, but as far as I understand from your answers we need to create a free JIRA Software cloud and then people reach JIRA SM cloud?

Yep, that's going to solve your problem. Actually, just add Jira Software as a product to your site.

0 votes
Jack Brickey Community Leader Dec 18, 2020

I don’t use free so can’t try this but give it a go. 
under admin > user management add new user and only give Site access to those that need to collaborate. Give JSM app access to your 2 agents. Now, if memory serves Admins will count toward an agent license but not 100% sure if that is the case. If so you would need to cut your admin down by one or have one of you agents act in that role. 

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