JIRA-What constitutes as a user? Is it just the "agents" or the customers who submit tickets as well?


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There's four types of user now.

JIRA Users are the standard account - they can log in, get all the project and issue stuff (workflows and fields etc).

Software users get the Scrum and Kanban functions on top of what a JIRA user gets

Agents are what you expect - they deal with the helpdesk stuff

Customers get a very cut down simplified helpdesk portal view.  You do not need to think about licences for them.

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