Hi, We are trialling Jira Service Desk and wonder, do we have to have a licence for all of our customer portal users?
I understand the need to have a licence for every user using the system, but for those using the portal only, we need some flexability as we could have hundreds who would use it only once or twice a year.
Currently, yes, you do.
Atlassian know that it doesn't work for smaller organisations and are promising some more options, possibly along the lines of "agent based licences", but I don't know what they are, or just what "soon" meant. The last time I spoke to a rep about it was February, and it was supposed to be "soon", but I've not heard more. (Mind you, I haven't gone and bothered him either!)
do we have to have a licence for all of our customer portal users?
At the moment, yes. A reasoning behind this model can be found here: https://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/.
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