Adding Customers to an Organization

[Barry Radeka]

Yesterday I added all of my customers to my one organization, about 470 email addresses. This morning I received a notification that I had exceeded the amount of customer additions for your version and email notifications was turned off for a 12 hour period. When I look at the Organization, I only see 250 customers.

From what I read:

"Rather than add customers individually, you can group customers into organizations. This saves you time when you set up multiple service desks, and ensures you give the right people the right access to request help. There is no limit on the number of customers you can add to an organization."

If there is no limit, then why was I apparently prevented from adding all of them? And to this point, there are only 250 customers in the organization. I couldn't find anything on restrictions of email notifications in the pricing chart version comparison. 

Am I missing something? Can I add more than 250 to an organization? Are the notifications that I added yesterday in a queue waiting to be sent or do I have to figure out who received them and who didn't?

Just adding the exact message:

Email notifications are off until 26/Jun/20

You've sent the maximum number of notifications in 12 hours for your plan. Upgrade to keep collaborating with your team.

[Daniel Eads · Accepted solution]

Hi Barry,

I see you've been in touch with support already and have gotten an answer on this from a support engineer.

For the benefit of others finding this question on Community, I'd like to add some clarity! There's no limit on customers you can add in Jira Service Desk, but we do have a limit on the number of emails that can be sent by Jira Cloud during a trial period. Each time a new customer is added to Jira Service Desk, they get an email letting them know so.

We have a limit on the number of emails that trial instances can send out in order to curb a small number of actors trying to take advantage of our email system. Generally this isn't something folks encounter, but with this number of customer adds, you happened to hit it! Once the trial has been changed to a full Jira subscription, the limit on emails is removed.

Cheers,
Daniel

[Barry Radeka]

Thanks for the answer, you may want to put that on the comparison page so everyone will know about it. I would have held off adding all my customers had I known. Now I will have to wait and see who logs in to be able to know if they received the invite or not. BTW what us it limited to and is it limited in order of emails sent?

[Kent]

Is there a limit to 250 customers that are placed in an organization in Jira Service Management?

 

This is shown in an organization - we have added over 1000 emails to that organization. Is that not possible?

[Daniel Eads]

Hi Kent,

There is no limit to the number of customers that can be added to organizations. In the case of the original question here - the site in question was operating as a trial and reached a limit to the number of emails the site could send out before switching to a Standard (non-trial) plan.

If your site is paid, you shouldn't be running to that scenario. I would recommend opening a case at support.atlassian.com/contact so our support team can take a look at the site itself to see the cause of the behavior you're seeing. In the case, please note if the customers have already been added into Jira Service Management and you're trying to put them in the organization, or if the customers don't yet exist and you're inviting them initially as members of the organization.

Thanks,
Daniel

[Rudy Holtkamp]

It should not be according to https://www.atlassian.com/software/jira/service-desk/pricing

I would recommend to submit a support ticket: Atlassian support