Can I use Jira software product to add customers as users and get them to log tickets (mostly bug requests)?. I'm not sure if I could create proper permissions for them so that they cannot see any internal comments from our organisation.
If not, do I need to subscribe Jira service management for this type of issues?
NOTE: We have a Jira Software Subscription (Premium)
Yes, you can, but these customers will need to be created as Jira users (i.e. costing you more), and Jira Software does not do internal/external comments - if they can see an issue, they can see all of it, and you're going to have to think through how you hide other issues and data from them.
I would strongly recommend a look at Jira Service Management - it's very much aimed at customer facing stuff. It will hide the underlying issue with all the development stuff on it from the customer (people outside your development team are probably never going to care about 80% of the stuff on an issue), customers are free, and the security and visibility stuff is off-the-shelf, including the internal/external comments.
Please have another look at the second paragraph in my answer.
Service Management Agents are more expensive than Jira Software users, but you generally do not need many. A not unusual pattern I've seen is to have a 3-4 agents responding to the public and doing basic triage and help, and having the product owner as a 5th Agent, so they can field the bugs (and suggestions etc) an ddecide if they need to be copied over into development.
Awesome, I thought you need seperate licenses for customers, if we can add them for free then it should be fine.
Just one last question, for example I have a project that needs to be triaged by the Project manager and needs to be resolved by a designer and developer. I would also need a Product owner to oversee the process.
How many licenses do I need?
I'd take a guess at 5 for that case:
4 Software licences, one each for the Developer, the Designer, The Product Owner and the Project Manager
Then 1 Service-desk Agent licence, for either the project manager or the product owner, depending on which one is going to do the triage and decide if a customer request/bug/feature/etc needs development work.
Catch up with Atlassian Product Managers in our 2020 Demo Den round-up! From Advanced Roadmaps to Code in Jira to Next-Gen Workflows, check out the videos below to help up-level your work in the new ...
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