Do service desk customers accessing KB use confluence license?

[Juan Pablo Tirelli]

Hi.

We have JIRA Service Desk (with 3 agents and unlimited customers).

We are thinking about using Confluence to help our Service Desk Customers and deflect requests.

My question is, if we have 3 agents and unlimited customers, and we only want our 3 agents to write KB in Confluence, but we want our unlimited customers to read them, what kind of Confluence license do we need?

Also, is it possible to set diferent knowledge spaces for diferent Service desk customers?

Thanks,

JP

[Charles Wells · Accepted solution]

It depends. If you're willing to allow anonymous access to the KB, then there are no license seats to worry about. However, if your customers will be logging into Confluence, then yes, they'd all need to be licensed users. 

https://confluence.atlassian.com/display/DOC/Setting+Up+Public+Access

or for Cloud instances, https://confluence.atlassian.com/display/AOD/Managing+anonymous+access

JP, to your other question about setting knowledge spaces, it's possible service desk projects each connected to it's own Confluence space. This is probably the fastest, easiest and most cost effective option.

If you're wanting to funnel customers from one service desk project to multiple spaces, it's probably possible with lots of customization (= time and/or $).