Jira Service Desk FAQ

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What's the difference between Jira Software and Jira Service Desk?

Jira Software is purpose built specifically for software teams. Jira Software combines powerful developer tool integrations with the most important elements of agile development.

Jira Service Desk is purpose built for your IT and service teams, providing them with everything they need out of the box for incident, change and problem management.

Each Jira application (Jira Software, Jira Service Desk, Jira Core) is built on the Jira platform. The Jira platform provides a set of base functionality that is shared across all Jira applications, such as issues, workflows, search, email, and more. You can extend and modify this functionality via the integration points provided by the Jira platform, including the Jira REST APIs, webhooks, plugin modules, etc.

Who are agents in Jira Service Desk?

Agents are users who help resolve customer requests, which appear as issues in Jira Service Desk.  

エージェントは次のことが実行できます。

  • Access both the customer portal and the service desk interface in Jira Service Desk
  • アクセス可能なサービス デスク プロジェクトでのカスタマー ポータル、キュー、レポート、および SLA メトリックの参照 
  • アサインされたサービスデスクの課題にアクセスして編集する
  • 課題に対する顧客対応コメントや内部コメントを追加、修正、削除する
  • ナレッジベースのコンテンツを管理する

An agent consumes one Jira Service Desk license.

Who are customers in Jira Service Desk?

Customers are users who create requests through the customer portal or by email. Customers do not have access to the service desk project view used by Jira administrators or Jira Service Desk agents. Customers can:

  • カスタマーポータルを介したリクエストの作成、コメント、および追跡
  • メールを介したリクエストの作成とリクエストに関するコメントの作成
  • Add comments and attachments to requests
  • 自身が作成したリクエストに参加者を追加する

Customers do not require a Jira Service Desk license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your service desk.

What's agent-based pricing?

Let's define: Who's an agent and who's a customer?

An agent is anyone responding to an incoming ticket. You only pay for agent licenses, and nothing else.
With a single license of Jira Service Desk, you get unlimited customers, and can create unlimited projects. 

A customer is anyone who submits a ticket to your service desk team. They can be employees, external end users, anyone who needs help from your team. 
Customers in Jira Service Desk are always free, and always unlimited. 

What can Jira Software or Jira Core users do in Jira Service Desk if they do not have an agent license?

Jira Service Desk ライセンスを持たない Jira アプリケーション ユーザー (Jira Software の開発者など) は、サービス デスク プロジェクトのライセンス不要のビューで課題に取り組むことでエージェントのチームを支援できます。 

これらのユーザーが実行できること:

  • 課題、コメント添付ファイルの参照
  • 自分自身の添付ファイルの追加と削除
  • 自分自身の内部コメントの追加と削除 
  • 課題のウォッチと投票

これらのユーザーが実行できないこと:

  • サービスデスク キュー、レポート、およびカスタマーリストの参照
  • 外部のコメントをサービスデスク顧客が表示できるようにしておくこと
  • サービスデスク課題について作業ログを記録すること
  • サービスデスク課題のトランジション
  • サービスデスク課題に割り当てられること

Still have questions on how roles and licensing works? Read on.

Do I need Jira Software?

While coupling Jira Service Desk with Jira Software is the best way to use Jira Service Desk, it's not a deal breaker. You can use Jira Service Desk as a standalone product.

Do I need to have the same number of Jira Software and Jira Service Desk licenses?

No, you do not need to have the same number of Jira Software and Jira Service Desk licenses. You can select and pay for what you need with each product.

Does Jira Service Desk include a knowledge base?

Jira Service Desk can be integrated with Confluence's knowledge base capabilities, so agents can create, view, and share knowledge articles directly from the service desk issue they're working on. The knowledge articles your team creates help customers find solutions before raising requests in the customer portal or help center.


Add Confluence to Jira Service Desk and help your customers help themselves. KB articles are free to read through Jira Service Desk. Only pay for Confluence users who author content or articles. 

Do my customers need a Confluence license?

Jira Service Desk customers that consume knowledge base articles from the portal do not need a confluence license. Confluence licenses are only required for those who author knowledge base articles, such as agents and administrators.

Can I extend my trial?

Server trials are 30 days by default, which you can extend up to 90 days of evaluation. If you need extra time on your Cloud 7-day free trial, give us a shout.

How can I customize my Jira Service Desk?

Jira Service Desk comes with a customizable customer-facing site called the customer portal, where your customers submit and track requests. You can also set up custom request types and brand your portal. You can even create multiple service desks for a variety of teams. Learn more here

最終更新日 2018 年 5 月 29 日

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