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Let customers make issues in the project.

We are a company bringing software support to 300+ customers and we need to track every Issue and Question from the customer. We want to let them join into a project and make issues for us to solve it or answer it.

The trouble with this, we cannot afford to pay 7$ monthly for every single customer.

I was thinking maybe we can use another free issue tracking like gitlab and synchronize it with jira but I would really like to only use Jira for this.

Which one is the right approach?


2 answers

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4 votes
Answer accepted
Jack Community Leader Mar 02, 2021

You need to consider Jira Service Management for this purpose as customers are free and you pay for your Agents that field the requests.

Thank you. I just discovered it right now. I close this question.

2 votes
Answer accepted

Look at Jira Service Management - agents are expensive compared to Jira Software users, but you only need a few.  Customers are free though, and have a simplified view and place to ask questions and raise support requests (and if you have Confluence, there's a knowledge base function with automated searching so the portal can redirect people to read docs if they're asking a question with a known answer)

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