Service desk licenses question

[Addactis Support&Operations]

We are planning to buy a server version Jira service desk and I have a question regarding the number of licenses we should buy.

We have a set of users that are identified as agents as they are dealing with the daily support. Each user must have a license for his daily work (this is clear for me).

We also have a set of users that may access Jira Service desk to read customers tickets (each user may access the tickets for every customer) or to build statistics on tickets. Do we need to buy licenses also for these users or can they connect without having a license ?

Thanks for your reply.

[Deleted user · Accepted solution]

Hi @Addactis Support&Operations ,

Yes, You need to buy licenses for those users also. If those users are trying to build some statistics for the tickets. 

If not those Users can be added to the collaborators they can access the tickets, but they can not view the (e.g. queues, reports and SLAs). For the collaborators license is not required. For more information please go the collaborator page.

Regards,
Kishore Kumar Gangavath.

[Addactis Support&Operations]

Many thanks for the reply.

This raises me another question:

let's suppose we buy a license for 25 users.

Does that mean that we can't define more than 25 agents or does that mean that we can define more than 25 agents but only 25 can connect to service desk at a time ?

In our company, we have users dedicated to support so they will be connected to Service desk all the time and consultants that are replying to customers tickets from time to time

[Alexey Matveev]

 You can not define more than 25 agents.

[Alexey Matveev · Accepted solution]

Hello,

There are two types of users in Jira Service Desk: Agents and Customers.  Agents need a license and they work in the portal and Jira UI. Customers do not need a license, but they work in the portal.

To see all tickets in the portal you should add this user as a participant or as the organization member assigned to the ticket and this user can be a customer. But you also said that you want these users to build statistics on ticket. You can build statistics only in Jira UI and that is why your users would need a Jira license. Though it could be any license: Jira Core, Jira Software or Jira Service Desk. 

If you want your users to build statistics with the Service Desk Report, then the users must have a Jira Service Desk license