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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
An agent consumes one JIRA Service Desk license and one JIRA license.

Last modified on Sep 27, 2016

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