I currently have a 12-man team for tech support. However, only core people (5 persons) use Jira Service Desk as some users (7 persons) are considered "muscle" workforce. For short they do not need/use Service desk. However, I still want to have metrics with the 7 persons like their response times, issues assigned etc. Do I really need to pay the $10 fee per month for this 7 persons or maybe there's a workaround to do this?
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Unlicensed technicians can not work on issues in Jira Service Desk, so you can not even assign ticket to them. So answer is no - without paying for agent license you can not track theirs metrics or get any info about them related to service desk.
While indeed the cleanest way would be to use the real metrics and assign the tickets to these users, a "dirty" workarround could be to use a custom field "Technician" and create a list of your "muscle force" there.
If your 5 real users are the ones who assign the tickets and triage them I can see some validity in doing it like this.
You can still have them check in with your core users to change states and have them work as true off-site technicians that never enter the tool but exist purely as data.
