Maksimum number of agents in a Jira Service desk project

[Kristian Thomsen]

Hi. 

Does anyone know if there is a maximum recommended number of agents working in a service desk?

Edit: Is there a recommendation with regards to how many agents, that can work in one Jira service desk project? We are right now looking into having a solution with 400 agents.

Kind regards

Kristian

[Alexey Matveev · Accepted solution]

Hello,

There is no recommendation, which I know of. You should have as many agents as you need.

[Kristian Thomsen]

Hi Alexey. Sorry, but I forgot a relevant part of my question - It's edited now.

Is there an recommendation with regards to how many agents, that can work in one jira service desk project? We are right now looking into having a solution with 400 agents.

[Alexey Matveev]

400 agents for a project is fine. It all depends on the number of issues, custom fields and so on. Measure your performance. If the performance is ok for you, then it is fine. If not, then think about moving to Data Center

[Kristian Thomsen]

Hi Alexey. thanks for your response. We are already running JSD DC. We are right now receiving around 600 tickets per day, which is performing fine. My question was if there are some rules of thumbs in regards to the maximum load in one project?

[Alexey Matveev]

There are no rules of thumbs. I had experience in working 3000 agent with one project, which had about 2 million issues. The performance was fine.

The number of issues will influence the performance. 

[Kristian Thomsen]

Perfect, thanks. Did the agents work from the same location or were they geographically dispersed?

[Alexey Matveev]

Most of them were in the same location.

[Nic Brough -Adaptavist-]

5,000 on Cloud, unlimited on Server and Data Centre.  See https://www.atlassian.com/software/jira/service-desk/pricing?tab=self-managed (there's a flip to Cloud on there somewhere)

[Kristian Thomsen]

Hi Nic. Sorry, but I forgot a relevant part of my question - It's edited now.

Is there an recommendation with regards to how many agents, that can work in one jira service desk project? We are right now looking into having a solution with 400 agents.

[Nic Brough -Adaptavist-]

That's fine - Jira only limits the total number of agents (to your licence level).  It does not care if you have 1 agent in project 1 and 399 in project 2!