"Low Tier" Technicians

[Andrew Q_]

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?

Thanks 

[Pavel Adamovich]

Hi @Andrew Q_ 

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.

[Dirk Ronsmans]

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.