I need to know what is the difference in costs, and how can I validate that a payment makes mention to certain users:
Jira Service Desk (Cloud)
What profile should these users have in order for them to be charged?
Appreciating the management
in general "customers" are not consuming agent licenses, so they don't mean costs. Only agents / user with Jira Service Desk application access consume a license and therefore have to be paid for. Additionally, there are so-called collaborators. See the official documents for more information: