How are ServiceDesk Customers Identified?

[Doug Kim]

ServiceDesk licensing only counts agents.  Thus, are all users deemed customers (which do not count towards licensing)?

There is no default customer user type, so will users suffice or should I breakout a customer type specific (with differing permission) to each project?

[Doug Kim]

How do you designate someone as a customer vs a user?  Under the Administration option of user management, I see JIRA administrators, developers, and service-desk agents.  I don't see an option for customers.

Under the Administration option of System, I see Project Roles and see "Service Desk Customers".  Within my Project, I see a People menu option for inviting customers.  How can I create a customer without having to invite via email?  By default it looks like my users are all listed so not sure why they even show up.

[Kirstin Seidel-Gebert]

Atlassian Service Desk documentation: JSD <3 https://confluence.atlassian.com/servicedesk025/setting-up-service-desk-users-754977391.html JSD >3 https://confluence.atlassian.com/servicedesk/setting-up-service-desk-users-445188508.html

[Nic Brough -Adaptavist-]

There are three types of user in play here:

• A JIRA user - someone who logs into JIRA and has the full functionality of projects, fields, etc.
• Service Desk Agent - a user who can work on Service Desk issues.
• Customer - someone who can raise Service Desk issues and use the portal, but has no other access to JIRA.

Do not mix up users with customers.  A user counts towards your JIRA (Core) licence, a customer does not.  If you make your customers into users, you're going to need licences for them.

In a pure Service Desk install, there is a 1:1 relationship between Agents and JIRA users though.