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What is the maximum number of customers allowed?


I am new to Jira Service Desk Cloud.


What is the maximum number of customers allowed to be added to our portal?  These are not Agents only customers.


Thanks in advance

3 answers

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Answer accepted
Brant Schroeder Community Leader Apr 09, 2019


In Atlassian Cloud, the maximum licensed user count is 5,000 users (Confluence, Jira Core, Jira Software). For Jira Service Desk Cloud, there is no limit on the number of 'customers'. For licensed users (in Jira Service Desk this would be the "agents" role) you can have up to 5,000 licensed agents.

Brant Schroeder Community Leader Apr 15, 2019

Just announced 10,000 users (Confluence, Jira Core, Jira Software) at Summit 2019.

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@Brant Schroeder 

Does the maximum of 10,000 licenses also apply to Cloud Jira and Confluence?

Brant Schroeder Community Leader Apr 25, 2020

Yes the 10,000 maximum is for cloud.  

Brant Schroeder Community Leader Mar 12, 2021

Update: Atlassian is updating cloud instances to support 20k.  It has early access now for some customers and till be releasing it to everyone later this year.

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Hi @Robin Stemmers and @Jorge Antonetti

All external customers are not counted towards your Jira license. In JSM you pay only for agents, but it still can be quite expensive. 

As an alternative, you can try the Customer Case for Jira app. Plus, you can not only create a helpdesk with the app (a private forum) but also a public forum to gather ideas from your customers (you can also restrict this forum for specific domains and emails). 

Yeah, does anyone have a straight answer on this?

There is no hard set limit on the number of customers or organizations that Service Desk can have in a project. Taken from the Jira Service Desk Evaluator resources: Customers do not consume JIRA Service Desk licenses or JIRA user licenses. In other words, customers are completely free and unlimited.May 9, 2019,are%20completely%20free%20and%20unlimited.

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