Do I need both JIRA software AND JIRA ServiceDesk?

Hi guys,

as i understand it, you are no longer charging for users (non-agents)? Can I throw a scenario at you to see if I understand?

Department x has 10 agents, 30 customers.

We have to pay for the 10 agents in JIRA Service Desk only? We have to pay for the 10 agents in Service desk AND JIRA Software?


Also what's the difference in Usability between only having JIRA service Desk? What will we not be able to do?

2 answers

1 accepted

0 votes
Accepted answer


So then if we were doing that scenario in JIRA 7,

We’d need 10 agents in Service desk and 10 users in JIRA?


I presume customer interaction includes some level of email response?

Yes, but Agile and Service Desk are now "applications", so the licences are sort of merged if you want to compare them with the old models. You'd actually want to buy "JIRA Service Desk for 10 Agents", which will handle the "JIRA Core" bit for you. And yes, there's email interaction. I've not played with it a lot (my recent JIRA projects have all been JIRA and Agile, rather than Service Desk, although I've been bugging the boss to widen my range), but should get you started.

Regarding emails to/from Service Desk, yes, a customer can send email into the Service Desk via some email address you assign in JIRA which handles a Service Desk you've created. Emails sent to that address will become Service Desk Issues. Interaction between the Service Desk agent and the customer will then be done via email updates. The customer can also log into their Service Desk "account" and vie their ticket (and prior ones as well). We've played with it here. It's works pretty well, but still needs some good work to make it a really awesome tool like we've come to expect from Atlassian. There's a lot being promised for future releases that seems promising, but time will tell when those feature are out (ie: better automation, better Service Desk <-> JIRA interactions). hth.

1 vote

In Service Desk 1, you had to have JIRA licences for customers, but that was quite a while ago.  Service Desk 2 and 3 follow a more appropriate model:

You have three types of user:

  • JIRA users - people who will be using JIRA's functionality
  • Agents - people who will be using Service Desk as Agents (they also need to be JIRA users)
  • Customers - people who will be logging calls via Service Desk, but do not use any of the other functions of JIRA.  Customers are free, you don't pay for any of them.

JIRA 7 does change the model a bit, but not the User/Agent/Customer thing.  It allows you to licence "applications" separately from the Core.  Before JIRA 7, if you bought "Agile", you had to match the numbers - 500 JIRA users means you had to buy 500 user licences for Agile.  Now, you can licence the application separately - e.g. 500 JIRA users, but only 100 "Software" licences.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,381 views 15 19
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you