Jira Service Desk 2.0 Functionality

FAQ about functionality


JIRA Service Desk 2.0

Functionality - Frequently asked questions

Why do I need JIRA to buy JIRA Service Desk?

JIRA Service Desk is an add-on for JIRA, which means you can't use JIRA Service Desk without JIRA.

What's the difference between an agent and a JIRA user?

An agent can use all the JIRA Service Desk functionalities. JIRA users collaborate with agents on help tickets, and can read and comment on tickets. Each service desk agent counts as a JIRA user.

What is a customer?

A customer is an end user that will submit requests to your service desk. Customers don't count as JIRA users, so you can have as many of them as you want!

 I already have JIRA, how do I get JIRA Service Desk?

You can try JIRA Service Desk directly from your JIRA site by navigating to the "add-ons" section of your JIRA administration console. JIRA Service Desk requires JIRA 6.3 or higher.

How does my trial work?

If you're starting a cloud trial, you have 7 days to try the product. If you're downloading JIRA Service Desk on your own server, you have a 30-day free trial. You have no obligations to buy. At the end of your trial, we'll send you an email with the option to purchase JIRA Service Desk.

I'm ready to buy JIRA Service Desk. Now what?

You've got two options:

Want us to host for you in the cloud? Let's get you started on the free 7-day trial. With Atlassian Cloud, you pay for what you use. Add agents as your team grows and we'll make sure your JIRA license matches. At the end of each billing month, you'll pay for what you use. It's that simple. 

Want to host on your server? Let's get you started on the free 30-day trial. With server, you purchase a perpetual license including one year of support and updates. Select the number of agents you want and the matching JIRA user tier will be selected. 

What's the difference between the Cloud option and the Server option?

With the Cloud option, we host JIRA 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 easily and teams who don't want to manage the technical complexity of hosting themselves.

With the Server option, you host JIRA on your own hardware and you're able to customize your setup however you'd like. After a 30-day free trial, you purchase a one-time perpetual license. This is generally the best option for teams who want to manage all the details of the setup and use their own hardware and don't mind the additional complexity of hosting themselves.

Still have more questions

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