JIRA software Cloud standard 10 users VS JSM Cloud standard 25 agents

[Hanafi Sapei]

Dear JIRA community,

I received a quotation from Atlassian to renew my company enterprise JIRA license (after I took over from my predecessor). Below is the product breakdown & cost.

1) Jira Software (Cloud) Standard 10 Users (Annual Payments) Renewal - USD100

2) Jira Service Management (Cloud) Standard 25 Agents (Annual Payments) Renewal - USD4000+

May I know what is the difference between the 2 products?

What's the difference between standard users & agents?

My current setup allows client users to submit tickets through their JIRA user portal. My ServiceDesk team, consisting of 8 agents, then handles these submitted tickets. In this scenario, would the Jira Software Cloud license (1st product) be sufficient to cover this setup? Or, the 2nd product is also needed?

Thanks!

[Dirk Ronsmans · Accepted solution]

Hey @Hanafi Sapei ,

Both products (Jira Service Management & Jira Software (rebranded to just Jira now) have different use cases.

In a nuttshell you would use Jira (Software) for more Project Management oriented tasks (either development or just regular project management) while JSM is a Service Management solution for providing a service desk to your customers and internal Service Management practices.

The moment you need a portal, that only exists in JSM and all customer accounts are free. Only the Agents need a paid license. However, if you only have 8 agents maybe you could downgrade to a JSM 10user plan.

So when it comes down to it you have 2 different products with entirely different use cases. For the users, in Jira you have just one type (the users who handle all tasks)  and with JSM you have customers (free who just submit issues and agents (paid) who handle the issues)

[Hanafi Sapei]

Hi @Dirk Ronsmans 

Thanks for your reply. It's very helpful & I fully understood it.

Cheers!