Managing agents
Agents are users that work on customer requests and communicate with customers. An agent consumes one JIRA Service Desk license and one JIRA license.Before agents can work on customer requests in a service desk, they must have access to the service desk. This means that agents must be assigned to the service desk by an administrator.
Creating user accounts for new agents
You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission.
To create user accounts, you have the following options:
- In the header, go to Service Desk > Manage agents. Click the New agent button to create a user account and choose the service desks the new agent needs access to.
Keyboard shortcut: 'g' + 'g' + start typing 'service desk agents' - In a service desk, go to People > Agents. Click the Add an agent button to create a user account. The user will be automatically assigned to the service desk.
New agents will then receive an email that contains a link to to set their password.
New user accounts for agents are added to the service-desk-agents group and jira-users group.
When assigned to a service desk project as agents, users are added as members of the Service Desk Team role. For information about the group and the role, see Users, groups and project roles.
Granting JIRA Service Desk license to an existing user
You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission.
- In the header, go to Service Desk > Manage Agents.
Keyboard shortcut: 'g' + 'g' + start typing 'service desk agents' - Click Make user an agent. Follow the prompts to grant license to users.
Assigning and unassigning agents
Project administrators, i.e. service desk administrators, can assign agents to or remove agents from their individual service desks as needed.
You can do this in one of the following ways:
- In a service desk, go to People > Agents.
- To assign an agent to the service desk, click the Add an agent button.
- To remove an agent from the service desk, find the agent in the agent list and click Remove access.
- If you are a JIRA administrator or system administrator: In the header, go to Service Desk > Manage agents. Find the agent in the allocated agent list and click Assign service desks. Keyboard shortcut: 'g' + 'g' + start typing 'service desk agents'
Revoking agent access – freeing up agent license seats
You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission.
- In the header, go to Service Desk > Manage Agents.
- Locate the agent, and click the Revoke agent access button.
Agents who have been revoked the agent license will become a collaborator on the service desks they have access to.