Do you have customers and IT teams in different time zones? SLA calendars account for that. And that

You asked, we listened. Over 100 people voted up on JSD-16 , a request to provide working calendars in JIRA Service Desk. We’re pleased to announce that as of today, we’ve officially added calendars to our already powerful Service Level Agreement (SLA) .
Do you have customers and IT teams in different time zones? SLA calendars account for that. And that’s not all: when you apply a calendar to an existing SLA, JIRA Service Desk will automatically recompute performance against the SLA and update its related reports. With JIRA Service Desk, you’ll be able to manage your customer requests and SLAs better than ever. Request groups
Asking benchmark for help shouldn t be complicated. That’s why we designed JIRA Service Desk with a clean customer portal that makes it fast and easy for customers to submit requests . What if your service desk grows to 20+ different types of requests? Rather than providing a long list of requests for your customers to scroll through, you can now group related requests on the customer portal by categories.
Creating these groups just takes a few clicks from the agent interface. Simply type the group name once, and JIRA Service Desk will auto-complete it for the other requests. You can also set up requests within multiple groups. Groups make it easy for your customers to ask for help, and for your service desk to scale. Internationalization: Hola!, Bonjour!, and more
Again, nice product, but licensing model makes it 4x more expensive than our current ZenDesk install, because JIRA Help Desk doesn’t recognize external vs internal users.
The pricing of this product makes it impossible to be used if you have many customers. For example: benchmark Our customers are the users who registers in our products. And they can have issues with this products and send us them. Our support benchmark system is public. And our JIRA is behind the firewall. We have thousands benchmark of users. But only few support team members. So please tell me someone, why should benchmark we pay unbelievable prices for a new JIRA license with unlimited users and a JIRA service desk license with unlimited users? For that money, we can hire a team of developers benchmark who will make us a much better benchmark solution from scratch, benchmark which absolutely fits our needs and integrates into our JIRA. Or we save that money and use, what we already have.
Although the product does look nice, we have to agree with the other comments about the pricing model. We can’t afford to purchase full licenses for every customer we sell a product. It’s a shame that Atlassian isn’t coming up with a better solution.
Agree with those above. The pricing on this puts it way out of reach for our organization. Perhaps if the pricing were based not on the number of licensed JIRA users, rather, the size of the supporting benchmark IT team it would work out better for some.
Hmmm… Still a pricing issue? Looks like Atlassian forgot it’s own history and is becoming what it was reacting against in the past! Check the first 5 slides of this 5 year old presentation…: http://www.slideshare.net/farkas/scaling-atlassian-agsm-2008
I completely agree with everyone else regarding pricing benchmark policy. benchmark This is an excellent product and would be exceptional for our company however the current pricing policy does not support our customer benchmark base, it would cost us $35,000 plus we would need to host it ourselves.
Completely agree with the preceeding posts. We would like to replace OTRS with ServiceDesk but only if we can have a pricing model that can handle thousand of customers Vs few “operators”… without charging us with so much money. We cannot justify an investment like this.
By tommy on November 20, 2013 / Reply
we benchmark would like to use jira service benchmark desk to replace all our different service desks we have for our different teams who all use jira already, benchmark but this pricing and licence model is stalled us going forward, most service benchmark desks charge for the number of support people not the number of customers benchmark being supported.
The software looks great, flexible to costumize. But it really nead to change the license strategy. Users should benchmark be priced different than agents. It would be a good replacement for topdesk, hesk and onther heldesk software. I hope atlassian develop this software further on this software and compete with the bigger helpdesk benchmark tools.
I have to agree with the others before me on this comment list: the software is fine but the pricing isn’t. I am trying to get goodwill in the company so more people start using it and add on features but I can’t get goodwill with such prices.
I love how this article starts – “You asked, we listened. Over 100 people voted up on…blah, blah, blah”…but all the comments here are on license structure, and there is no issue listed for licensing that can be voted on… Atlassian, if you don’t benchmark want to hear