Adding service desk agents

There are two default project roles you can assign users to in Jira Service Desk: 

• Service Desk Customers who create requests via email or the customer portal
• Service Desk Team who view and respond to these requests

As the user who created this project, you have been automatically added to the Administrators project role. 

Add your agents 

Project administrators can only add agents with existing user accounts to their project. If you are a project administrator, you will need to contact your site administrator to add user accounts for new agents. Make sure you're signed in as an administrator for this step, you can invite three new agents to your project - Diane, Martin, and Waldo: 

1. In your project sidebar, select Invite team. 
2. Enter the email addresses for your new agents and select Invite 3 people. Your updated agent license count is displayed: 
   
3. These agents will be automatically added to the Service Desk Team role and assigned a Jira Service Desk license. 

Assign issues to agents

Your agents will generally work out of specific queues that have issues automatically triaged into them. Let's test out manually assigning issues in case you ever come across a customer request that you want a certain agent or team to handle. 

1. From the Queues tab, open one of your test requests by clicking the issue summary or issue key. 
2. Select Assign.
3. Enter Waldo in the Assignee field and select Assign. When Waldo signs into Jira Service Desk, this issue will appear in his personal queue. 
4. Assign another test issue to Diane. 

Add your customers

You do not need to add customers to your service desk site during this tutorial but let's check out where you would add them so you're familiar with the needed steps: 

1. From your project sidebar, select Customers.
2. Select Invite customers in the top right corner and enter one or more email addresses.
3. When you select Send invites, invited customers will receive an email invitation with a link to your customer portal, where they can complete the signup process.