Jira Service Desk is priced per agent. Atlassian defines agents as:
Agents work on tickets and communicate directly with your customers. Agents can:
- Access both the Customer Portal and the Agent interface
- View queues, reports, SLA goals, and the customers list
- Add, edit and delete customer-facing and private comments on issues
- Manage content in a connected knowledge base
So when considering your costs, you'll need to consider who will be agents vs. who will be customers. The same goes for Confluence, which will provide the connected knowledgebase for your Jira service desk. Pricing is similar in that customers can access the connected knowledgebase for free, you will only need to pay for licenses for anyone who will contribute to the knowledgebase.
More infö here: https://www.atlassian.com/software/jira/service-desk/pricing
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