Licensing help please


In my organization there is 3 Admins and 50 users who open tickets . what kind of a license should i use ? 

Users trying to open tickets are getting :

You do not have a permission to log in. If you think this is incorrect, please contact your JIRA administrators.

When trying to add users to the servicedesk-customer group i get the below :

Adding a user to the selected groups will exceed the number of allowed users licensed to JIRA Service Desk. You need to reduce the number of licensed users, or consider upgrading your user tier.

4 answers

1 accepted

What kind of license should I use ? as said , I got 50 users in the company and 3 admins .


can you link it here ?





Hi Liran,


In JIRA Service Desk, admins and users use a token. So you'll need at least a 53 users licence smile

Hi Liran,


Ok, so, you will need a 51-100 users licence.

Here is the url to buy it:


Best regards, Damien.

From what I read, customers do not use licenses, you only need to pay for 'agents' or the people who respond to the customers.


JIRA Service Desk customers is anyone who create requests through the customer portal or by email. Customers can:

--Create, comment on, and track requests through the customer portal
--Create and comment on requests via email
--Add comments and attachment to requests
--Add other participants to their own requests

Customers do not require a JIRA Service Desk license or JIRA user license. Anyone can create a service desk request and you'll never be limited to how many customers can access your service desk.

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