More information about JSM

[David Plesu]

Hello,

I hope you are doing well!

I would like to know more information about JSM

I saw that the free version is for 3 agents.

Can you explain a bit what is an agent.

I am the Jira Admin - I am responsible for the all Atlassian products.

We want to try this product also, but only the free version. We have 2 teams that wants to work with this product.

Secondly I want to know, if we have only 3 agents, and a lot of users that will open requests it will be a problem? And only you need to be an agent to see the request support?

And I want also to now, if someone that doesn't have Atlassian access can open this support requests?

Regards,

David.

[Nikola Perisic · Accepted solution]

Hello @David Plesu ,

Hope are also well!

To answer your questions:

1.What is an agent?

Agent - person responsible for resolving the issues that customers have requested to be solved (customer - anyone who submits a request). The 3 agents are the ones who have the role of "Service Desk Agent"

2. When you say a lot of the users, do you have an approximate number of users, with more of the users, you would need to scale - Standard plan would suit you since it can handle up to 20K agents which is more than enough I believe

3. Yes, you can set up your project for any user to open the request, this can be done:

The checkbox "Customers can access and send requests from the portal without logging in" - this is the first thing that needs to be set up.

Second is that portal needs to be set to be "Open"

[David Plesu]

Hello,

If I have for example 100 customers that will opened support requests.

And only 3 users will answer them

Here we can use the free version?

or we need to buy the standard plan?

And the payment for standard plan is only for the users that answer the requests?

Regards,

David.

[Nikola Perisic]

Hi @David Plesu ,

Yes you can use the free version, since you can have unlimited number of customers for any plan.

[David Plesu]

Thank you!

[David Plesu]

By the way, if I need to upgrade to standard plan, how the payment is made? If I will need only 20 agents?

Thank you,

David

[Nikola Perisic]

You would place a ticket for Atlassian telling that you want to use 20 agents and to upgrade to 20 agents. They will do the rest for you.

[David Plesu]

Perfect. One more thing, if start the free version, and I have only 3 agents. Can I give permissions to another 100 user to see the project, but not to modify something, and not to give them licenses?

[Nikola Perisic]

When you add them as customers to the project, they need the license, but you won't be charged for that license.

And yes, you can limit what users can do by modifying the permissions.

[Dave Mathijs · Accepted solution]

Hi @David Plesu 

Agents

Agents work on customer requests. These requests are sent by email or through your help center, and are tracked as issues in your service project. Agents are added to the Service Desk Team role in a service project. Learn more about roles in Jira Service Management.

Agents can:

• view the portal, queues, reports and SLA metrics within a service project

• view, add, edit and delete customer-facing and internal comments on issues

• add customers to a service project

• view, create and manage content in the knowledge base

• manage customers and organizations

Customers

Customers are people who request help from your service project. Jira Service Management converts the requests that customers make into issues for your agents to work on. Depending on the customer access settings on your site, you might have customers in the form of employees at your company, business customers of your company, or both. Learn more about managing customer accounts.

Portal-only customers

Also known as external customers, these are typically people who seek help relating to the use of your company’s products or services. They can:

• have portal-only accounts

• access the help center on your site

• send requests from help center or via email

• view knowledge base articles in the help center

• not access Atlassian products (no product licenses consumed)

• be configured to use SAML single sign-on to access your help center.

Customers with Atlassian accounts

Also known as internal customers, these people are most likely employees at your company or partners that need internal support from your teams, for example, a new employee who needs their IT workstation set up. In addition to all the benefits of a portal-only account, customers can

• have Atlassian accounts (with the product role of ‘Customer’ on your site)

• collaborate across multiple Atlassian products using the same account

• access your help centers for free, if no product access is assigned to them

• be configured to use SAML single sign-on or be a member of the traditional user groups

• (optional) be licensed to use your Atlassian cloud products, for example, Jira Service Management, Jira Software, Confluence. Learn more about updating product access settings.