We are planning to set up an online support desk for our company and we are thinking about using Jira. Do we need to upgrade our Jira OnDemand for more users if we let our customers have limited access to Jira (will only be able to access one Project)? Do we also need to pay for more users for all our plugins, even though the customers will not have access to them? Is there a way to let users only have access to some plugins and avoid the additional fee for more users?
We happen to have some great documentation on this exact topic which you can read here.
If you want to use JIRA as a support desk, we would not advise to use the OnDemand environment. This is due to quite a few restrictions that occur when you move to OnDemand which you can also read more about here. For example, these limitations include the ability to run Jelly scripts, which are required to handle escalations. You also cannot use plugins on OnDemand, but only the ones that are included by default.
It would probably be best to contact one of our Experts who provide services such as customizations and hosting. You can of course opt to have it hosted locally.
I hope this is useful, and please let me know if I can provide anymore information.
Here is another answer related to your question. Read to the end since there are discussions about licensing in it unrelated to email.
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