Assistance Required for Atlassian Migration (Jira, Confluence, and Service Management)

[Denis Kosinsky]

Dear Atlassian Team,

I hope this message finds you well.

We are currently using ClickUp for task management and forms, as well as Intercom for documentation and our Help Center. Our company is exploring the option to migrate to Atlassian's suite of products, specifically Jira Software Premium, Confluence Premium, and Jira Service Management Premium.

For Jira Software, we have clarity on the number of users required, which will align with our existing user base on ClickUp (200+ users). However, for Confluence and Jira Service Management, we are unsure of the exact number of users we will need.

We have specific use cases that require:

• Confluence: A combination of contributors and viewers who will access the documentation.
• Jira Service Management: Users creating requests and managing service tasks, which will not encompass our entire user base.

Could you please assist us in better understanding the licensing requirements and user management for Confluence and Jira Service Management? We are especially interested in understanding the distinction between contributors and viewers, as well as agents and request participants for Jira Service Management.

I have previously attempted to reach out through the live chat support, but unfortunately, I have not received any response in the past two weeks. As we are a growing company with over 200 employees, we are eager to finalize our decision and ensure a seamless transition to Atlassian’s ecosystem.

I appreciate your assistance and look forward to your guidance on this matter.

hope this message finds you well.

We are currently using ClickUp for task management and forms, as well as Intercom for documentation and our Help Center. Our company is exploring the option to migrate to Atlassian's suite of products, specifically Jira Software Premium, Confluence Premium, and Jira Service Management Premium.

For Jira Software, we have clarity on the number of users required, which will align with our existing user base on ClickUp (200+ users). However, for Confluence and Jira Service Management, we are unsure of the exact number of users we will need.

Our intended use cases include the following:

Jira Software

We will use Jira for comprehensive task management, sprint planning, and bug tracking. Our existing workflows in ClickUp will be adapted to Jira, ensuring streamlined project management across various teams.

Confluence

We plan to use Confluence for documentation purposes, including:

• Internal Documentation: Process documentation, technical guides, and internal release notes for teams.

• Client-Facing Documentation: A knowledge base accessible to our clients via the Help Center, allowing them to find answers to common queries without raising tickets.

We require clarification on how licensing works for Confluence, particularly the distinction between contributors (those who create and edit content) and viewers (those who only consume the content). Not all our employees need contributor access, but we want to ensure that viewers can access the documentation without incurring additional costs.

Jira Service Management

Our use of Jira Service Management will include the following:

• Client Ticketing System: We intend to create a client-facing landing page where clients can submit tickets directly. These tickets should automatically be created in Jira, categorized according to the appropriate project boards.

• Ticket Tracking for Clients: Clients should be able to track their submitted tickets through the landing page, receiving status updates without needing separate login credentials.

• Client Cards View: We aim to create a holistic view of each client, aggregating all relevant tickets from different boards. This will help our account managers track client interactions, requests, and resolutions in one place.

Current Challenges

While we have clarity on Jira’s requirements, we need assistance with:

1. Determining the correct number of users for Confluence and Jira Service Management.

2. Understanding the cost implications for viewers versus contributors in Confluence.

3. Clarifying the roles and permissions needed for service agents versus customers in Jira Service Management.

We have previously attempted to reach out through your live chat support but have not received a response for over two weeks. As a growing company with over 200 employees and numerous clients, it is critical for us to finalize our decision to ensure a seamless transition to Atlassian’s ecosystem.

We appreciate your assistance and look forward to your guidance on this matter.

Dear Atlassian Team,

I hope this message finds you well.

We are currently using ClickUp for task management and forms, as well as Intercom for documentation and our Help Center. Our company is exploring the option to migrate to Atlassian's suite of products, specifically Jira Software Premium, Confluence Premium, and Jira Service Management Premium.

For Jira Software, we have clarity on the number of users required, which will align with our existing user base on ClickUp (200+ users). However, for Confluence and Jira Service Management, we are unsure of the exact number of users we will need.

Our intended use cases include the following:

Jira Software

We will use Jira for comprehensive task management, sprint planning, and bug tracking. Our existing workflows in ClickUp will be adapted to Jira, ensuring streamlined project management across various teams.

Confluence

We plan to use Confluence for documentation purposes, including:

• Internal Documentation: Process documentation, technical guides, and internal release notes for teams.

• Client-Facing Documentation: A knowledge base accessible to our clients via the Help Center, allowing them to find answers to common queries without raising tickets.

We require clarification on how licensing works for Confluence, particularly the distinction between contributors (those who create and edit content) and viewers (those who only consume the content). Not all our employees need contributor access, but we want to ensure that viewers can access the documentation without incurring additional costs.

Jira Service Management

Our use of Jira Service Management will include the following:

• Client Ticketing System: We intend to create a client-facing landing page where clients can submit tickets directly. These tickets should automatically be created in Jira, categorized according to the appropriate project boards.

• Ticket Tracking for Clients: Clients should be able to track their submitted tickets through the landing page, receiving status updates without needing separate login credentials.

• Client Cards View: We aim to create a holistic view of each client, aggregating all relevant tickets from different boards. This will help our account managers track client interactions, requests, and resolutions in one place.

Current Challenges

While we have clarity on Jira’s requirements, we need assistance with:

1. Determining the correct number of users for Confluence and Jira Service Management.

2. Understanding the cost implications for viewers versus contributors in Confluence.

3. Clarifying the roles and permissions needed for service agents versus customers in Jira Service Management.

We have previously attempted to reach out through your live chat support but have not received a response for over two weeks. As a growing company with over 200 employees and numerous clients, it is critical for us to finalize our decision to ensure a seamless transition to Atlassian’s ecosystem.

We appreciate your assistance and look forward to your guidance on this matter.

Best regards,
Denis Kosinsky
VP Operations
NuxGame

[Valerie Knapp · Accepted solution]

Hi @Denis Kosinsky , welcome to the Atlassian Community and thanks for your post.

I would recommend you check out the Atlassian Partner Directory - https://partnerdirectory.atlassian.com/ . You can search for a partner in your area and with the specialization you are looking for support with, I would suggest you filter for 'Consulting Services' 

The type of support you are asking for, so valdiating use cases / features and functionality as well as potentially migrating from another tool is provided by Atlassian partners and not Atlassian directly.

If you have any other questions, please don't hesitate to post again here.

Best wishes

[Denis Kosinsky]

thank you!