Opening of Customer Tickets.

[Admin ProjectDome]

I need to know how many licenses I need for customers to open tickets in Jira.
I'm hiring Jira. I want to use it as a Service Desk tool too. I want to know if each customer who requests to open a ticket will need to give a license, or only my company needs the license to receive the open tickets.

[Alex Koxaras -Relational- · Accepted solution]

Hi @Admin ProjectDome and welcome!

You don't need license for your customers. You can have as many as you want. Only agents require license.

[Admin ProjectDome]

Agents, you say my support analysts, who will log into the platform and start taking calls?

[Édpo César]

Exactly, @Admin ProjectDome .

[Alex Koxaras -Relational-]

Anyone who will talk/chat/reply to your customers is considered to be an agent.

[Admin ProjectDome]

I will rephrase the question.
For my customer to open a ticket, and consult the ticket, he needs to access the Jira platform, correct? To perform this operation, does he need a license? Or does he use some access that doesn't count as a license, because he only uses it to open a ticket?

[Édpo César]

For my customer to open a ticket, and consult the ticket, he needs to access the Jira platform, correct?
@Admin ProjectDome , correct. 😁

To perform this operation, does he need a license?  No.

Or does he use some access that doesn't count as a license, because he only uses it to open a ticket?
He won't use any access related to a license. You just need register the customer email in your project, or open a public portal.

[Alex Koxaras -Relational-]

What @Édpo César said.

The fact is that customers hold no license. Only agents do. 

[Admin ProjectDome]

@Alex Koxaras -Relational- @Édpo César Great! Now I'm going after Jira administration courses as I'm very new to this tool. The company will implement, I'm from IT. I need to know about this public portal, among many other Jira features.
Do you know any companies that offer Jira training to recommend?
And before I forget, thank you so much for your help!!!

[Alex Koxaras -Relational-]

Why don't you try the Atlassian University?

[Admin ProjectDome]

@Alex Koxaras -Relational- I am looking for Portuguese courses. My training English is not good! Hahaha..

[Édpo César]

Oh, @Admin ProjectDome

As Alex said the Atlassian University is a great place to learn.

But I'm brazilian, If you need a company that can offer a Jira training I can help you with that.

Try to leave your needs in this link, please explain about this topic in the Atlassian Community so that the commercial can contact me.

[Admin ProjectDome]

@Édpo César I registered there. I'm Emerson Machado. I will wait. Thank you!

[Édpo César]

Hi, @Admin ProjectDome

Welcome to the community.

The customers don't need a license. Just the agentes from your project.

[Admin ProjectDome]

Excellent.