There are now two types of user in JIRA.
Users are people who need to log into JIRA and use it. Roles and what they do are utterly irrelevant, the simple rule is you need one user licence for each person who can log in. Doesn't matter what they do or how, it's "can use JIRA". Developers, Admins, product owners, etc.
The other type of user is an agent. These ONLY exist for Service Desk and are to enable up to 3 JIRA users to act as helpdesk operatives for an unlimited number of none-JIRA people who can use JIRA to raise helpdesk calls
JIRA basic license comes with 10 user-tiers for you to use (available users on the system). When you install/enable JIRA Service Desk (JSD) you get started with three agents licenses for an additional $10 per month.
Remember that Agents consume both one JIRA and one JIRA Service Desk licenses.
For further information about JSD, please refer to: New pricing model for JIRA Service Desk 2.0 FAQ.
Please let us know if this clarifies things.
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