Jira Service Desk Pricing

Picture of Jira Service Desk Pricing

Who are agents in Jira Service Desk? Agents work on tickets and communicate directly with your customers. Agents can: Access both the Customer Portal and the Agent interface View queues, reports, SLA goals, and the customers list Add, edit and delete customer-facing and private comments on issues Manage content in a connected knowledge base How are agents counted towards billing? You can add and remove agents as your team changes.

At the end of each monthly billing cycle, you will be billed for the following month's subscription based on the exact number of Jira Service Desk agents you have. For annual subscriptions, you will be billed for the tier that most closely matches your agent count. Who are customers in Jira Service Desk? A Jira Service Desk customer is anyone who create requests through the customer portal or by email.

Customers can: Create, comment on, and track requests through the customer portal Create and comment on requests via email Add comments and attachment to requests Add other participants to their own requests Customers are free and do not require a Jira Service Desk license. Anyone can create a service desk request and you'll never be limited to how many customers can access your service desk. What is Confluence Knowledge Base pricing with Jira Service Desk? Jira Service Desk customers can browse knowledge base articles at no charge within the customer portal.

Only knowledge base contributors, such as your agents, will need to be licensed in Confluence Knowledge Base. What can Jira Software or Jira Core users do in Jira Service Desk if they do not have an agent license? Users who are not licensed as agents in Jira Service Desk will still be able to perform various actions within a ticket, including: Help diagnose issues through internal comments with agents Watch tickets and receive notifications for updates Still have questions on how roles and licensing work? Read on.

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. What's the difference between the Cloud and the Server deployment options? With the Jira Service Desk Cloud, we host Jira Service Desk in the cloud for you and set up your instance instantly.

After a 7-day free trial, subscription pricing is month-to-month. This is generally the best option for teams who want to get started quickly and teams who don't want to manage the technical complexity of hosting themselves. With the Jira Service Desk Server, you host Jira Service Desk on your own hardware. This is generally the best option for teams who want additional flexibility in the setup process and want to host the product on their own servers.

To host Jira Service Desk, you purchase a license after your 30 day free trial, and can renew that license each year to maintain access to support services and new releases.

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All server licenses include 12 months of software maintenance – access to new software releases/enhancements, our world-class Support team, critical bug fixes, and security patches. Beyond this initial period, we strongly encourage renewing your software maintenance every 12 months* at our renewal pricing.    Commercial Academic Jira Service Desk 1-3 Agents US $10 US $10 Jira Service Desk 4-5 Agents US $850 US $425 Jira Service Desk 6-10 Agents US $1,650 US $825 Jira Service Desk 11-15 Agents US $2,500 US $1,250 Jira Service Desk 16-25 Agents US $3,600 US $1,800 Jira Service Desk 26-50 Agents US $6,600 US $3,300 Jira Service Desk 51-100 Agents US $11,000 US $5,500 Jira Service Desk 101-250 Agents US $17,600 US $8,800 Jira Service Desk 250+ Agents US $24,750 US $12,375 Atlassian automatically sends a no-obligation quote 90 days before the maintenance is to expire on a license.

You can request a quote at any time; see this FAQ for more details. You also have the option to set up auto-renewal through my.atlassian.com. *Software maintenance renewals commence from the expiration of your active maintenance period, regardless of when the maintenance renewal is purchased. We recommend renewing at least 30 days before expiration to ensure you can upgrade to new releases and get technical assistance at any time.

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