We are using JIRA Service Desk on trial and we have observed that when a user sent us an email, by default this user is consider JIRA Service Desk customer and it is included on the JIRA Software user data-based.
Our doubt is....we want to use just 2 agent but they are going to answer issues to more than 500 people. Is that mean that our JIRA Software licence is it going to go from 10 users to 510 user?
Please, it is important for us because otherwise there are service desk we can use that charge specifically for the active agents
Is that the same in cloud and in JIRA Server?
You wouldn't be charged for your customers. If they are added under the JIRA Software license, that is probably because of wrong configuration. Maybe you are using the same group for JIRA Software licenses and SD customers.
JIRA SD charges only for agents and JIRA Software charges only for developers (or users who need to access the JIRA Software specific functionality).
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