Do portal users count as Jira licensed users?

Dear all,


today we decided to use JIRA with the ServiceDesk Add-On.

After testing the system, I came to one question about the licensing:


We are a team of four persons, three are taking care of the ServiceDesk requests.

We use a Starter license for JIRA and SD.


So when I allow users to access the customer portal and create an account there, or autocrat an account on sent e-mail requests, will those accounts count on my Starter license?


If so it's pretty odd.


Thank you very much for your reply.



1 answer

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Accepted answer

JIRA Service Desk has 3 different type of users:

  • Agents
  • Collaborators
  • Customers

Customers, or portal users as you call them, do not count towards your JIRA license.

Please refer to this page to get a break down of the different user types in JIRA Service Desk, and how to set them up and manage them. 

Hello Mick,


thanks very much for that quick reply. I was just a little confused as those customer portal users showed up in the usual user management of Jira.


Thanks very much



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