JIRA as Helpdesk/Support System

I will purchase a Jira's license up to 10 users. However, I am thinking of using Jira as a helpdesk. Each customer making a new question will be considered a user? That is, even if my team is less than 10 users I have to pay for a license more than 10 users?

5 answers

1 accepted

0 votes
Accepted answer

Thank you. Got it. I will decide what to do.

Hi, Norrival.

What if I tell you, that you can collect any feedback from any number of non-JIRA users?

With Customer Case add-on for JIRA Cloud you may create your own feedback/helpdesk forum for any number of JIRA projects. Customers can login in this forums using their personal or social accounts (Google+ or Facebook). So you have no need to create JIRA accounts for visitors of forums. And therefore you have no need to pay for them.

Try Customer Case.

HI Norival,

The customization of JIRA as a support system and recommendations on the plugins to use are decsribed on this page: https://confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System

Regarding the specific question you have asked, support system with 10 user license can only be achieved when you open up the following permissions to anyone:

browse project: the ability to browse and view issues

create issue: Ability to create issue

Heya Norival,

I would like to chip in for @Sultan in this question. In addition to what he suggested, you would want to ensure that:

  • your customers are only viewing the issues that they created, and only theirs. You can use the Browse Projects permission for this.
  • have a workflow that allows interaction between yourself and the customer. Something like Under Investigation (your team) vs Awaiting Reply (customers).
  • configure the screens so that certain fields can only be filled up by customers and certain fields can only be filled up by your team.

A typical helpdesk system is something that is publically available for your customers to logged their issues. Naturally, they would also wish to have notifications whenever ther's an update on their issues. Taking this into account, it is advisable to increase the license count to an unlimited one so that you do not hit into an issue whereby new users could not sign in and log their issues.

Then, it begs the question: shouldn't a 10 users license limit suffice, since only your team is the one logged into the system? Well, the thing is, this is okay only if you don't mind that the issues your customers create are in an anonymous state. If issues are anonymous, I don't believe that it would be possible to control the ability for any user to browse any issues; since the customers are treated as a global anonymous user.

In the end, I would highly suggest to have a higher user count license limit for your instance to turn it into a full-fledged helpdesk system.

Yes, agree, if you can run to the cost, an interactive JIRA is the best option. If you dont need/want to expose your JIRA to remote parties for any number of reasons, you could open up an email-only channel, this is what JEMH does, but as yet there is no 10$ license, so it's cost does somewhat outweighs your 10$ investment :)

Hi Sultan,

my customers should create issue (create issue) and view issues (browse project) from other customers to avoid contacts about resolved questions (of others customers). Each customer will be one user? How many licenses (from JIRA) do i need?

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 29, 2018 in Jira

How to set up an incident workflow from the VP of Engineering at Sentry

Hey Atlassian community, I help lead engineering at Sentry, an open-source error-tracking and monitoring tool that integrates with Jira. We started using Jira Software Cloud internally last year, a...

1,093 views 0 8
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