Jira Service Management FAQ

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

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

Agents can:

  • Access both the customer portal and the Jira Service Management interface in Jira Jira Service Management
  • View the customer portal, queues, reports and SLA metrics for the Jira Service Managements they have access to 
  • Access and edit issues in the Jira Service Managements they are assigned to
  • Add, edit and delete customer-facing and private comments to issues
  • Manage content in the knowledge base

An agent consumes one Jira Jira Service Management license.

Who are customers in Jira 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 Jira Service Management agents. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachments to requests
  • Add other participants to their own requests

Customers do not require a Jira 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.
With a single license of Jira Jira Service Management, you get unlimited customers, and can create unlimited projects. 

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. 
Customers in Jira Jira Service Management are always free, and always unlimited. 

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

Jira application users without a Jira 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:

  • View issues, comments and attachments
  • Add and delete their own attachments
  • Add and delete their own internal comments 
  • Watch and vote for issues

These users cannot:

  • See Jira Service Management queues, reports, and customers list
  • Leave an external comment viewable by a Jira Service Management customer
  • Log work on a Jira Service Management issue
  • Transition a Jira Service Management issue
  • Be assigned to a Jira Service Management issue

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

Do I need Jira Software?

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

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

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

Does Jira Jira Service Management include a knowledge base?

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

Do my customers need a Confluence license?

Jira 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?

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 Jira Service Management?

Jira 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

Last modified on Nov 23, 2020

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