Licensing questions with customers, agents and addon options

[Guillaume Boullé]

Hello,

I would like to get a budget for JSD. my project is to use JSD to welcome our customers (more than 10000 customers). 1 customer = 1 company. Basicly, we are composed of different populations :

- agents (service desk users) = 150 users

- technical experts = 200 users

- customers = +10 000 users

We plan to deploy JSD in SERVER mode.

My questions are:

1/ - I need to give an id+login for each customer so they can access/declare their service requests.

>Do I need an specific licence for this type of users? 

2/ - We have more than 150 agents.

>I assume I need  150 agent licenses. Is that correct?

3/ - We need options in JSD to adjust the service request management like nFEED or Extension for JSD.

>How many addon licenses do I need? 150 license addons or +10000 license addon?

4/ - We plan to use Confluence as a knowledge base.

> My agents and the technica experts will post some documentation in confluence. Our customer will also read some public documentation inside confluence (after a login/pass step). Do I need +10000 confluence licenses or 350 confluence licenses (150 + 200)? 

5/ - We plan to use Insight as a CMDB.

> My agents and Expert will read contents in the CMDB to service the customers. Our customers may also access the CMDB . Do I need +10000 confluence licenses or 350 confluence licenses (150 + 200)? 

6/ Specific quotes

> How do I contact Atalsian teams to get a specific quote for this design?

Regards,

Guillaume

[Tommy Nordahl]

Hi Guillaume, 

I think I can help you with the answers, but one thing needs to be discussed first.
Your 200 technical experts, do they need to be "Jira Service Desk Agents" or not?

Atlassian states: 

"Users who are not licensed as agents in Jira Service Desk will still be able to perform various actions within a ticket, including:

• Help diagnose issues through internal comments with agents
• Watch tickets and receive notifications for updates"

But other than that, they are pretty limited in JSD as normal Jira Core or Jira Software users as described in detail here. As an example, they won't be able to transition issues in the workflow or comment on a ticket and show that comment to the customer.

So if you can explain if they need agent licenses or not, I can probably answer all your questions.

Best Regards
Tommy

[Gregory Van Den Ham]

I'll pile on to this to explicitly state.  Customers do not require licenses.

https://www.atlassian.com/software/jira/service-desk/pricing

Who are customers in Jira Service Desk?

A Jira Service Desk customer is anyone who create requests through the customer portal or by email. Customers can:

• Create, comment on, and track requests through the customer portal
• Create and comment on requests via email
• Add comments and attachment to requests
• Add other participants to their own requests

Customers are free and do not require a Jira Service Desk license. Anyone can create a service desk request and you'll never be limited to how many customers can access your service desk.

This means you are worried just about licensing agents and technical experts if they don't already have jira software licenses and you want them to be able to interact with the jira service desk tickets.

[Gregory Van Den Ham]

Confluence knowledge base articles that are linked to service desk are free to access and do not require a license for customers.

Users in confluence.  Those editing and creating additional knowledge base articles will require a license.

For licensing - you can purchase directly via atlassian, or you can reach out to an Atlassian partner to purchase licensing.  There's quite a few:  https://www.atlassian.com/partners

[Tommy Nordahl]

Adding to my previous answer.

Let's assume that you are 350 (200+150) users that needs JSD Agent licenses. Since I don't know if you are any other Jira Software or Jira Core users in the instance, I will assume that you don't need any licenses other than the JSD licenses.

Then, my answers would be:

1) No, JSD Portal customers does not need a license as stated above

2) The JSD agent license tier you need would be 250+ as listed here.

3) Your apps needs to be at the 500 license tier - as long as your total number of JSD/Jira Software/Jira Core users does not exceed 500 (JSD Customers excluded since they don't need any licenses).

4) All users that needs to be able to create content in Confluence would need a license. KB articles can be made public which means that your 10k customers won't need a license as discussed here. 

5) Insight can be configured to give Object Schema Users permissions for Service Desk Customers which means that they don't need a license. Insight should also be on the 500 tier as described above.

For further deep dive in licensing, Atlassian out together this great resource which answers most of the questions around licensing.