Agent - JIRA Service Desk
Glossary
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Agents are users that work on customer requests and communicate with customers.
Customers create requests and these requests appear as issues in JIRA for agents to work on.
Agents can:
- Access both the Customer Portal and the service desk interface in JIRA
- View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to
- Access and edit issues in the service desks they are assigned to
- Add, edit and delete customer-facing and private comments to issues
- Manage content in the knowledge base
Last modified on Oct 27, 2014
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