Agent (JSM) vs User — agents licensed; customers free
Catalog row in Vendor License Rules · Cited
- Kind
- Counting
- Statement
- Jira Service Management Cloud space-roles (retrieved 2026-08-31): "Agents are licensed users who work on customer requests and add customers to the service space." "Customers are unlicensed users who send requests to your service space through the portal, email, or widget." Collaborators are other Jira-licensed users who assist agents and do not consume an agent license for portal work as documented. Service Collection licensing: "Licensed agents of Service Collection can be granted access to some or all apps in the collection as determined by the admin." An agent works on tickets and communicates with customers; customers are free and don't require a Service Collection license. Manage users: Free plan "up to 10 users (or three agents for Jira Service Management)." Guard Standard counts JSM agents only, not help-center-only customers. Distinct from Bamboo Agent (not attached).
- Applies when
- Licensing Jira Service Management Cloud/DC or Service Collection; distinguishing portal customers from paid agents.
- Applies to
- JSM / Service Collection Agent meter vs general User meter; Guard unique billable treatment of JSM agents. TEXT.
- Aliases
- licensed agent; JSM agent; Service Collection agent; customers unlicensed