JIRA SERVICE DESK How are agents counted

Hi everyone

In my organization we have the following doubt

In JIRA SERVICE DESK How are agents counted?  we want to buy 100 agents service desk, but we do not understand how it works.

In some projects we view (in clients menu) the agents assigned for this project , but in another projects the agents are diferents (This is for our configuration ),   how  JIRA do count the total number of agents?  (100 licences ) 

Best Regards

4 answers

1 accepted

1 vote
Accepted answer

Service desk agents are counted by being a member of the "service-desk-agents" JIRA group. This is what provides access to perform actions as an agent in any project that has SD enbabled, such as workflow actions and internal comments. If a user has this license, they can work on multiple service desks, however a person must be in this group to work in ANY service desk. 

Hope that helps. 






Thanks for you assistance 

The JIRA Grup "service-desk-agents" does not appear,, we only visualize the group  "jira-servicedesk-users


All users into Group  "jira-servicedesk-users"  are users with licence of agent?  


In the page cotization JIRA SERVICE DESK show agents ( view image adjunted) , are those  users into of the group  "jira-servicedesk-users" ?

Best Regards


Image 1Sin título.png

Image 2

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Jack Brickey Community Champion Nov 16, 2016

yes. JIRA service desk users = agents and what you are charged for. in the pics above you show 12 so at the moment you are looking at the 15 agent tier @ $4,500. If you get to 100 as mentioned before you will be at $20k tier.

0 votes
Jack Brickey Community Champion Nov 15, 2016


I hope the following helps. Your question is a bit unclear. In JSD you have the following user types:

Agents: those users that are Assigned the issue to work to closure. These are paid users. Every agent is counted, that is, they are not shared. So if you truly have 100 employees that are servicing tickets for your customer base then you have 100 agents.

Customers: those users that submit requests (Reporter) These are FREE and unlimited

100 agents seems like a lot but then again I don't know your use case. You could work for a large company. If it is 100 then the cost is $20k/annually assuming you are going to use the server solution vs. Atlassian's cloud hosted solution. This is detailed on Atlassian's website - https://www.atlassian.com/software/jira/service-desk/pricing?tab=self-hosted


Thanks everyone for you assistance



So related to this question, What Jira software rights do Jira Service Desk agents have? What can they do and not do in Jira software, without a specific Jira software license?


Jack Brickey Community Champion May 04, 2018

That depends on what permissions they are given. By default they have rights to be assigned, transition, comment on issues. They often are set up to  perform some project admin functions, e.g. create queues, add users,request types, etc. again much of their permissions are configurable.

Are there specific functions they cannot do as SD agents that they can do as Jira software (SW agents)? We're trying to figure out if we can save on Jira SW licenses -- many of the people who need a Jira Service Desk (SD) license will also be participating in project management in Jira SW. We were hoping that a Jira SD agent also had all of the permissions to function in Jira SW, but it does not seem permissions are additive in that sense.

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