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My organization is running into an issue where we cannot add our user to "Jira Service Management - Customer" access only. When we add our users to "Jira Service Management - Customer" it also adds "Jira Service Management - Agent" and as a result we're incurring a huge unneeded cost. Did Atlassian change their pricing model recently?
Hi @Allen Liang and welcome to the community,
The licensing/pricing model has not changed so you still have Customers who don't need a license (but have limited customer access) and Agents who do need a license to handle tickets.
Can you elaborate a bit on how you are adding the customers? There are some things that could be enabled that automatically add a person to a group and where that group is set up to automatically grant product access.
If you can show/explain a bit further how you are adding the customer we could see if we can find out why it is adding them as a licensed user too.