Glossary Administrator Agent Collaborator Customer Customer Portal Issue - JIRA Service Desk Issue type Knowledge base Queue - JIRA Service Desk Report Request Request form Service-level agreement (SLA) SLA tracker 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 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. Related pages Managing agents JIRA Service Desk licensing Customer Collaborator Administrator 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.