On this page Related content No related content found Still need help? The Atlassian Community is here for you. Ask the community 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 JIRAView 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 toAdd, edit and delete customer-facing and private comments to issuesManage content in the knowledge baseAn agent consumes one JIRA Service Desk license and one JIRA license. Related pagesManaging agentsJIRA Service Desk licensingCustomerCollaboratorAdministrator Last modified on Sep 27, 2016 Was this helpful? Yes No It wasn't accurate It wasn't clear It wasn't relevant Provide feedback about this article Related content No related content found Powered by Confluence and Scroll Viewport.