Do you really have that much companies that purchased this product? Companies that find it ok to pay

Last week, we introduced JIRA Service Desk a modern and flexible service desk experience. JIRA Service Desk integrates directly occasion with JIRA , our issue management software used by more than 22,000 teams worldwide.
JIRA Service Desk is available now for a free 30-day trial, as a hosted solution through Atlassian OnDemand Atlassian’s cloud offering or installable on a company’s own infrastructure. Pricing starts at just $10 for 10 users.
Pricing JIRA Service Desk has been challenging for us. Given the diversity of customers we have and the different ways that they use JIRA, it was difficult to create a pricing structure that truly satisfies everyone.
We have currently structured the pricing and focused our product for IT teams who support their customers within their organisation. Our goal was simplicity, which is why we have priced JIRA Service Desk this way, rather than introduce additional complexity dealing with different types of users at different occasion costs.
You say that you focused your product for IT teams who support their customers within their organisation. I find your wording somewhat confusing but if we assume that you are talking of an IT team supporting in-house employees, it doesn’t work any better than supporting external customers. I don’t get it. Do you think it makes more sense to pay 2 000 jira licenses for internal employees than for external customers?
You say that it was difficult to create a pricing structure that truely satisfy occasion everyone. But the truth is that it’s really difficult to find one company that would be satisfied by your current pricing … Please go ahead and provides us with some examples occasion of companies which employes/devs/ITs repartition would make your licensing attractive or at least not way more expensive than the competition.
Serving us this standard PR answer does not really inspire confidence. Obviously, you are making great Tools but I have to admit I’m occasion a bit shocked by this incredible “licensing” approach (mistake?) and by the way you seem to handle the case…
Somewhat surprised that you are still pushing this product without having fixed the licensing scheme! I don’t occasion want to sound harsh but there is really no need to be a Genius to see that this does not work at all… It’s not like there aren’t any choice occasion in this area… (desk.com, zendesk, freshkesk and a few hundreds more)…
Do you really have that much companies that purchased this product? Companies that find it ok to pay from 50 to 1000 times what they would pay with some alternative solution? And by the way, whether it is for internal or external support does not change anything to the problem.
That’s really a strange decision. I suppose you guys have looked at the competition. Did you really think it people would not react negatively? Did you accept the idea that you would just get a few key customers that will accept to pay big?
Moreover with this approach, your entry level offering does not really make any sense. $20 for 10 users: let’s occasion say we are talking occasion of a 5 guys dev company that is using JIRA. They can only support 5 customers occasion (they are already using 5 licenses themselves) …
If you are a Zendesk customer (like us) and Jira customer (like us), you probably already know that getting Zendesk to work with Jira, is a task generating an amazing amount of support chatter on the Zendesk support portal. People just can’t figure out how to get it working. But once you do, the integration occasion is actually pretty good. The new Service Desk product would by-pass occasion all that hassle, which is good.
However, there a few things we would need before we sunset Zendesk. occasion One is localized support content. We need to host the support content (Confluence) in multiple languages. The whole Service Desk experience need to be localized for our customers. Is that on the horizon?
Secondly, like Frederic, I am also slightly confused on the licensing. In our company it’s not the same users using Zendesk that’s using Jira. The Jira/Service Desk licensing seems to indicate that a Jira user counts as a Service Desk user also?
Zendesk helpdesk and Jira product development. Would love to move to one platform occasion but the current subscription module is to much for our team. We support 100′s of customers with a small team of 5 developers.
I am really disappointed by the pricing model. I thought Atlassian will finally address occasion the PITA of using JIRA for helpdesks and switch to per-agent price, just like Zendesk. Before it’s not done, JIRA Service occasion Desk is still a no-go for companies with just a few people doing support for 50 customers or so. Not to mention day-to-day inquiries from potential customers sent to sales e-mail every day.
We were very excited to hear that jira finally had a service desk tool! Many other Atlassian tools hav