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When you add Customers to a JSM do you get billed for them as "Users"?

Matt Mason August 31, 2023

It seems to me from the latest email

We just rolled out the customer role to your organization Tecolote. This is a dedicated product access role that you can assign to users from admin.atlassian.com. Users with this role can only access your help center to submit support requests. We don’t charge for this, so it won’t affect the cost of your subscription.

Are you saying that you can add customers and you don't get billed for them like a regular user?

2 answers

6 votes
Mikael Sandberg
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 31, 2023

Only licensed Jira users can be added as users in a JSM project. Customers should only be added to the Service Desk Customers role in the project (this happens automatically if you add a new customer from the Customers tab). The new role that was added in admin.atlassian.com is there so you can control the user access settings to give new users access to the portal.

3 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 31, 2023

@Matt Mason -

I agreed with what @Mikael Sandberg stated.  Customer account setup doesn't impact your JSM licenses.  Only agents account setup will be billable.  Customer can only interact with the portal UI where agents can access the issue/interact with the issues via the project UI.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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