JIRA SD - Is a customer automatically a JIRA user?


I have a question regarding the JIRA license. We are currently using JIRA but would like to begin using JIRA Service Desk for the support team. We currently have a JIRA license of 50 users. If we have more customers than that, will we need to expand our JIRA license? Or are JIRA Service Desk customers not considered JIRA users?

Thank you in advance!

1 answer

1 vote

JIRA Service Desk customers are not considered JIRA users, unless you want them to be. In your case you have have any number of customers, without using JIRA licenses.

And FYI, you can even have a lesser number of licenses for JIRA Service Desk since JIRA7. i.e. you can have a 50user JIRA license with 10 user JIRA SD license.

Only users who  are licensed in JIRA SD can act as agents. i.e. only they can see SLAs, work on SD queues etc.

Thank you Jobin for your quick response.

Do you know if importing users using the CLI command line tool Add-on count towards the JIRA users amount?

Not unless they are part of the group that has the JIRA Users global permission. Not sure how CLI works but the users might be initially added to that group. In that case, you just need to go and remove them from the group to reduce the license count.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,088 views 4 9
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