User Licensing

[Noa Waibel]

I have a question regarding User Licensing for our specific usecase. We want to use Jira Service Management to keep track of our tickets which are sent from our customers. We have 2 Levels of support in first level we rotate trough 5 people and in second level we have developers which are about 15-20 devs rotating every other day. If i understand correctly we would need to pay for about 20-25 licenses which is a lot of money each month and simply not worth it if most persons only need to use their account once a month. Please correct me if i am wrong and misunderstood something. Does anyone have a solution for this? What would be a good way to keep licensing cost down but still keep our workflow intact.

[Walter Buggenhout]

Hi @Noa Waibel and welcome to the Community!

Just looking at the money you might spend is only one side of the coin; on the other side is the value you add to your team and your company: your customers in JSM don't pay a license - they are free users - you get an AI supported, first class and enterprise grade ITSM solution with tons of features that make your team and customer service shine.

But, having said that - you are right that an agent license in JSM is significantly more expensive than a user license in other Jira products.

It is generally accepted that bringing the dev teams directly to support is not cost-effective and often not good for the dev team's focus. In the spirit of shift left, your development teams can be brought into JSM without an agent license to collaborate on tickets in JSM. With the JSW license they already have, they can view tickets in JSM and collaborate on them through internal comments. As long as you let the direct interaction with the customers to your 1st line people, you can seamlessly collaborate this way.

In many organisations, automation is used to escalate tickets to 2nd line if necessary. In practice, that means automatically creating linked issues for the dev team, also automatically syncing statuses and/or comments between the dev and service tickets.

Hope this helps!

[Trudy Claspill]

For reference, here's the link on JSM roles that talks about Collaborators.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/