pricing for public service desk

[Lars Asi]

Hello

Want to set up a public service desk for our company so that security bounty hunters can create tickets to our system which are easier to follow.
Planning on creating a separate account so that when I make the service desk public they dont get access to our other projects.

How is the pricing for an account with a public service desk. Are we billed by the amount of registered users aka our workers who work on the tickets or are all the people who submit an issue through the service desk billable as well ?

[Nic Brough -Adaptavist- · Accepted solution]

There are several types of user that you will need to think about licencing.  Assuming you have Jira Software already and are using that for development issue tracking, then you will need to consider:

• Jira users:  These will be your existing developers, happily tracking issues through projects probably using boards to visualise and update them
• Agents: These are people who work in Service Management projects, getting requests from customers, working to deliver/fix/solve/answer the requests by working through the issues that pair up with each request
• Customers: People raising requests for help or action in the front-end.  They do not get to see the actual issues behind the help desk, that your people use as their list of work items.

A not unusual setup I've got with one client at the moment is for 53 internal people and a load of customers:

• 50 Developers
• 5 Agents (two of whom are also developers, so they have to be subscribed to two things)
• Lots of customers 

I don't know, or care, how many customers there are, the customer accounts have no licence costs.

[Lars Asi]

I see that the pricing is free for up to 3 users.

But we are using the Jira software already as our ticketing system and it has about 50 users but if we now want to enable Jira service management which realistically only 3 people will use will we be billed for all the 50 users or can we manage the permissions so that only 3 people will be billed ?

[Mayur Jadhav]

Yes it's free for 3 users to get started but they will not provide support. As you can see in the screenshot and few advanced option are not available.

So I recommend you to go for either standard or Premium. 

Yes you will only billed for the agent who work on JSM ticket. Like suppose you have 10 agent and 50 Jira software license, only charged for 10 agents.

[Mayur Jadhav]

Hi @Lars Asi 

Atlassian only considered license for Agent who will work on ticket. You can have many customers with no license. 

Here is the link which can help you to understand the pricing https://www.atlassian.com/software/jira/service-management/pricing

[Lars Asi]

I see that the pricing is free for up to 3 users.

But we are using the Jira software already as our ticketing system and it has about 50 users but if we now want to enable Jira service management which realistically only 3 people will use will we be billed for all the 50 users or can we manage the permissions so that only 3 people will be billed ?