Setting up JIRA Service Desk users

1. Agents use the service desk interface in JIRA to view their queues, reports generated by the service desk administrator, and the SLA metrics they're working against. When agents work on a customer request, they update and log information on the request using the standard JIRA issue view. This gives them access to all the JIRA features for managing issues. For details, see Agent - JIRA Service Desk.

   
   
   

2. Customers log requests through your Customer Portal. They don't see the service desk tools used by your team. As their request is being worked on, they receive emails on the status changes and public comments made by the agent. They can also use the Customer Portal to see a list of all their requests (current or completed). For details, see Customer.
   
   
   
   
   

3. Collaborators are the users that occasionally help your team resolve requests by making internal comments. For example, developers help support staff analyze a bug and add a comment that explains the cause and any workaround available. Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues. For details, see Collaborator.
    

4. Service desk administrators use the service desk interface in JIRA to customize and manage a service desk for a given project. Administrators are users with administrative rights for a service desk and the underlying JIRA project. For the details about what they can do, see Administrator.

Agents see the issue in the service desk

Customers see the Customer Portal

Collaborators see the JIRA issue view