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What is the difference between JiRA service desk user and customer

Hi, We would like to implement Service desk feature for our business. What is the difference between JIRA SERVICE DESK USER and CUSTOMER. 

Here i'm expecting the person as CUSTOMER who raises the request over the customer portal and during the work flow,  mails should go to him for more information on the requests raised. Once he submits the information, the issue's to return to service desk for action.

In this scenario the customer is treated as USER or CUSTOMER

I should be able to add these customers as users in JIRA service desk in order to provide access to JIRA for customer portal and responses to the queries. Are these personnel counted under USER or CUSTOMER

2 answers

1 vote

Hi Thirumala,

There are 3 types of users available for Service Desk.

  • Customers: They don't need to be JIRA users and their account is not paid on Service Desk. But also, they won't be able access JIRA, only Customer Portal. These users can only submit requests. They will be able to receive notifications and comment on issues they created.
  • Agents: They can work on requests and respond to customers. Each agent consumes both a JIRA and a JIRA Service Desk user licenses.
  • Collaborators: These users can collaborate with agents and can add internal comments oncustomer requests. Each agent consumes a JIRA user licenses.

Thanks and regards,
Paula Silveira 

Hi Thirumala,

The customer/user who raises a ticket on the portal or by email is not counted on the licensing fee. They are given the role of 'Service Desk Customer' in JIRA.The client/customer is not a JIRA user. They are a 'Service Desk Customer'. They do not pay a license fee, but can be granted reader access to Confluence (no license fee for Confluence either).

For more information on JIRA Service Desk along with online demo contact us for the same

Thanks & Regards,


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