Is that correct that only the developer need to use the Service Desk license

Do the end users need the Service Desk license to access to work-flow that was established by Jira Service pack?

1 answer

In Service Desk there are Agents (licensed) and Customer Portal users (unlimited, yet required to create account). Developer is external from this point of view, and can usually interact with the project internally, with no customer interaction possible. It is Agent who works as FLOS and dispatches requests to developers.

It's covered pretty clearly at

To answer your question: end user does not need Agent license, and Service Desk license does not limit end users, custoemrs and developers access toproject in any way.

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