Managing agents

Agents are users that work on customer requests and communicate with customers. An agent consumes one JIRA Service Desk license and one JIRA license.Before agents can work on customer requests in a service desk, they must have access to the service desk. This means that agents must be assigned to the service desk by an administrator. 

On this page:

Create a new agent account

You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission.

 

To create a user account, you have the following options:

  • In the header, go to Service Desk > Manage agents. Click the New agent button to create a user account and select which service desks the new agent needs to access. 
    (tick) Keyboard shortcut'g' + 'g' + start typing 'service desk agents'
  • In one of your service desk projects, go to People > Agents. Click the Add an agent button to create a user account. The user will be automatically assigned to the service desk project.

New agents will then receive an email that contains a link to to set their password.

New user accounts for agents are added to the service-desk-agents group and jira-users group. When assigned to a service desk project as agents, users are added as members of the Service Desk Team role. For information about the group and the role, see Users, groups and project roles.

Grant a JIRA Service Desk license to an existing user

You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission. 

  1. In the header, go to Service Desk > Manage Agents
    (tick) Keyboard shortcut'g' + 'g' + start typing 'service desk agents' 
  2. Click Make user an agent. Follow the prompts to grant a service desk license seat to a user. 

Assign an agent to a service desk project

Project administrators, i.e. service desk administrators, can assign agents to their individual service desks as needed. 

You can do this in one of the following ways:

  • In a service desk project, go to People > Agents
    • To assign an agent to the service desk, select Add an agent \. 
  • If you are a JIRA administrator or system administrator: In the header, go to Service Desk > Manage agents. Find the agent in the allocated agent list and select Assign service desks
    (tick) Keyboard shortcut'g' + 'g' + start typing 'service desk agents'

To remove an agent from your service desk project, go to People > Agents, find the agent in the agent list, and select Remove access

Revoke agent access to free up an agent license seat

You must be a JIRA administrator, that is you have the JIRA Administrators or JIRA System Administrators global permission.

  1. In the header, go to Service Desk > Manage Agents
  2. Locate the agent, and click the Revoke agent access button.

Agents who have been revoked the agent license will become a collaborator on the service desks they have access to.

Note

This page applies to the version 2 license.

All purchases of JIRA Service Desk made on and after 10 September 2014 are on the version 2 license, i.e. the new pricing model. For instructions on user management for version 1 license, see Setting up users with the version 1.x pricing.

 

Last modified on Feb 23, 2015

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