Jira Service Management FAQ
Jira Service Management documentation
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What's the difference between Jira Software and Jira Service Management?
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 Management 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 Management, 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 Management?
Agents are users who help resolve customer requests, which appear as issues in Jira Service Management.
An agent consumes one Jira Service Management license.
Who are customers in Jira Service Management?
Customers are users who create requests through the customer portal or by email. Customers do not have access to the Jira Service Management project view used by Jira administrators or Jira Service Management agents. Customers can:
Customers do not require a Jira Service Management license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your Jira Service Management.
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.
A customer is anyone who submits a ticket to your Jira Service Management team. They can be employees, external end users, anyone who needs help from your team.
What can Jira Software or Jira Core users do in Jira Service Management if they do not have an agent license?
Jira application users without a Jira Service Management license (e.g. Jira Software developers) can assist your team of agents on issues by working in the unlicensed view of a Jira Service Management project.
These users can:
These users cannot:
Still have questions on how roles and licensing works? Read on.
Do I need Jira Software?
While coupling Jira Service Management with Jira Software is the best way to use Jira Service Management, it's not a deal breaker. You can use Jira Service Management as a standalone product.
Do I need to have the same number of Jira Software and Jira Service Management licenses?
No, you do not need to have the same number of Jira Software and Jira Service Management licenses. You can select and pay for what you need with each product.
Does Jira Service Management include a knowledge base?
Jira Service Management can be integrated with Confluence's knowledge base capabilities, so agents can create, view, and share knowledge articles directly from the Jira Service Management 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 Management and help your customers help themselves. KB articles are free to read through Jira Service Management. Only pay for Confluence users who author content or articles.
Do my customers need a Confluence license?
|Jira Service Management 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?
How can I customize my Jira Service Management?
|Jira Service Management 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 Jira Service Managements for a variety of teams. Learn more here.
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