Can JIRA Service Desk allow log email conversation for customers without paying customers' license?

[Mark]

Currently we are using JIRA Software. We notice that some Project have around 5 developers but 20 end-users. The end-users will not login JIRA to check issue status. They will only send email request to developer team and reply on original email.

In order to log their email conversation I have to add the 20 end-user as licensed JIRA users. 

So in this case, should I upgrade to JIRA Service Desk instead? So that I can purchase 5 "agent" license and add 20 "customers" (license free?)

Also, what is the upgrade procedure? After I insert the new license key string I can immediately create new Service Desk projects?

[Shannon S]

Hi Mark,

Your customers in JSD won't require a license and can use email in order to log requests to the Service Desk. They will also be able to access the Customer Portal in order to view and create requests. This is all for free and doesn't require Jira license seats.

You can install Jira Service Desk on an existing Jira instance by following this article:

• How to install JIRA Software / JIRA Service Desk into an existing JIRA instance

It's not so much of an upgrade as it is an additional application being installed on your instance. Therefore, there's no need to update the license key, you can just install it via the process above.

I hope that's clear! Let me know if you have any additional questions.

Regards,

Shannon