Jira Service Desk: Agents, Customers, and Roles

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Objective

What are the various roles and user types within Jira Service Desk?

Environment

Server/Cloud

Answer

Jira Service Desk has various roles and user types based on a combination of licensing, global permissions and project permissions, outlined in the below resources:

Agents in Jira Service Desk

Agents licensed for Jira Service Desk have the ability to access queues, move issues through workflows, and make customer-facing comments.

You can license a Jira Service Desk agent by:

To invite an agent to work within a specific service desk project, either invite them using the option on the project sidebar, or add them to the Jira Service Desk Team role of that specific project. See adding agents to a project

 Agents can: 

  • View the customer portal, queues, reports and SLA metrics within a project
  • Add, edit, and delete customer-facing and internal comments on issues
  • Add customers to a project
  • Author and read knowledge base content (with a paid Confluence license)
  • Manage Organizations (if allowed at the application level)

To see what functionality is available in Jira for a Jira Service Desk agent compared to other Jira licenses, review the tables on these pages:

Collaborators in Jira Service Desk

Collaborators are not an official role, but you can bring in non-agents with an existing Jira license (i.e. Jira Software or Jira Core) to work internally with agents in Jira Service Desk projects because of the strong integration between Jira products. Simply add them to the Service Desk Team role in a project, and they can view issues, be @mentioned, and make internal comments without consuming an agent license.

Read more about collaborators and our best practice guide on collaborating with other Jira teams on Jira Service Desk issues. Jira Service Desk agents and Jira Software developers can be granted permissions cross-project as outlined on these same pages:

If you aim to have users that do not need to be assigned Jira Service Desk issues, transition Jira Service Desk issues, or respond to customers, it would be cheaper to license these users for Jira Core or a Jira Software license to collaborate internally with Jira Service Desk agents. 

Customers in Jira Service Desk

Customers are users submitting requests in Jira Service Desk who are free and unlimited. They are essentially any user in Jira Service Desk who is not an agent. For example, you can add a Jira Software to any Jira Service Desk project as a customer. A user who has no application access is also considered a customer.

Customers can:

  • Raise requests via the customer portal or email channel of a service desk project they are added to
  • Track their requests in the customer portal
  • Comment on their requests
  • View knowledge base articles from a Confluence knowledge base Space linked to the service desk they have access to for free
  • Approve other customers' requests
  • Share requests with other customers (if allowed according to a project's customer permissions settings)
  • Be granted permission to perform select transitions of issues using the customer portal

A Jira Service Desk administrator can choose how customers are added to service desk projects by setting up customer permissions for each service desk project. You can choose what type of accounts your customers have: a portal-only account or as an Atlassian account as outlined on our page on managing Jira customer accounts.

Administrators in Jira Service Desk

Administrator privileges in Jira Service Desk can be granted at the global and/or project level. Administrators do not necessarily need an agent license, but they will at least need a Jira license. 

Please note that for an administrator to view and edit Jira Service Desk-specific features for editing, administrators must be granted a Jira Service Desk agent license. These features include the agent-specific features such as queues, SLA's, and reports listed under the agent functionalities on our discovering Jira applications page. The same would apply for other Jira products on the same Cloud site (e.g. an administrator would require a Jira Software license to access software-specific features). 

Without a Jira Service Desk agent license, administrators cannot:

  • Leave comments for customers
  • View queues, the customer list, or reports
  • Transition Service Desk issues
  • Log work on a service desk issue
  • Be assigned to a service desk issue

If Jira Service Desk is your only product, all users (besides customers) are considered as agents for pricing, including your administrator.

Administrators in Jira Service Desk Cloud

Jira Service Desk Cloud differentiates between Site Administrators, Global Jira Administrators, and Project Jira administrator permissions.

Site permissions:

Please note that administrator privileges with Atlassian Cloud do not necessarily grant the ability to manage users or have access to billing information. Users with these permissions are considered Site Administrators (users who manage an Atlassian Cloud site). The following permissions are currently available to site-admins:

  • All permissions assigned to the 'administrators' group for the product(s) you have
  • Access to user management (ability to create new users, assign users to groups, grant product access, etc.)
  • Access to billing information

Read more about site-admins on our Managing Groups page. 

Global permissions:

Users granted the Administer Jira global permission can create and administer projects, issue types, fields, workflows, and schemes for all Jira projects. Unless these users are also granted application access to Jira Service Desk (meaning they are licensed as a Jira Service Desk agent), they will not have access to agent functionalities (queues, SLA's, reporting).

Project permissions:

Users granted Administer Projects project permission have access to project configuration settings, such as editing project role membership, project components, versions, and project details. Project administrators for a service desk project that are also licensed as Jira Service Desk agent can: 

  • Access all features in Jira Service Desk
  • Manage users and roles in service desk projects
  • Set up customer portals, request types, queues, reports and SLA's
  • Perform all tasks that agents can

Administrators in Jira Service Desk Server

Jira Service Desk Server distinguishes between System Administrators, Jira Administrators, and Project Administrator permissions. 

Global permissions:

Users granted the Jira System Administrators permission can perform all of the administration functions in Jira, while people who have only the Jira Administrators permission cannot perform functions which could affect the application environment or network. See more on global Jira permissions online.

Project permissions:

Users can be granted permission within a project to Administer Projects or have Extended Project administration. Read more on managing project permissions. 

Similarly to Cloud, unless users with administrator privileges are licensed as Jira Service Desk agents, these users will not have access to Jira Service Desk-specific features (SLA's, queues, Jira Service Desk reports) per Jira applications and project types


Last modified on Feb 12, 2019

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