JIRA for two service desk lines

[Vlad]

Hello,
My question is
If we have actually two lines of support service
first as Service Desk and second as Software development team(not all)
What is the best way to organize work in JIRA Service Desk and Software?

Like 1st line work in JIRA Service Desk 2nd line in Software, or all lines in JIRA Service Desk,
or may be use only JIRA Software ....

Iam in stack

[Andy Heinzer]

Jira Service Desk and Jira Software are designed to serve different types of users, and their licensing reflects this.

With Jira Service Desk, you can have unlimited number of customer accounts (unlicensed users).  These users though only have access to Jira via the customer portal, they don't get the higher level Jira functions.  In Service Desk, your licensing is based on the number of Agents you have.  These are users in a specific role of service desk that are permitted to interact with your customers.

Jira Software works a bit differently in licensing.  For Jira Software and Jira Core, each user that requires an account will count as a licensed user.   More licensing details in

• https://www.atlassian.com/licensing/jira-service-desk
• https://www.atlassian.com/licensing/jira-software

They way most instances organize this is to place all their customers in service desk for the sake of supporting them.  Atlassian uses this the same way.   The primary support portal site https://getsupport.atlassian.com is utilizing Service Desk.  In addition to this the https://jira.atlassian.com/issues/ is using Jira Software in order to document and track bugs and feature requests, but it is not primarily used for a different line of support.