How are ServiceDesk Customers Identified?

ServiceDesk licensing only counts agents.  Thus, are all users deemed customers (which do not count towards licensing)?

There is no default customer user type, so will users suffice or should I breakout a customer type specific (with differing permission) to each project?

2 answers

0 votes

There are three types of user in play here:

  • A JIRA user - someone who logs into JIRA and has the full functionality of projects, fields, etc.
  • Service Desk Agent - a user who can work on Service Desk issues.
  • Customer - someone who can raise Service Desk issues and use the portal, but has no other access to JIRA.

Do not mix up users with customers.  A user counts towards your JIRA (Core) licence, a customer does not.  If you make your customers into users, you're going to need licences for them.

In a pure Service Desk install, there is a 1:1 relationship between Agents and JIRA users though.

How do you designate someone as a customer vs a user?  Under the Administration option of user management, I see JIRA administrators, developers, and service-desk agents.  I don't see an option for customers.

Under the Administration option of System, I see Project Roles and see "Service Desk Customers".  Within my Project, I see a People menu option for inviting customers.  How can I create a customer without having to invite via email?  By default it looks like my users are all listed so not sure why they even show up.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,795 views 11 18
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot