Setting up service desk users
With the JIRA Service Desk standard permission scheme and project roles in place, adding users to a JIRA Service Deskproject just involves creating the users and assigning them to the project role you want them to have.
On this page
The People tab
You manage the users for your service desk on the People tab.
Types of JIRA Service Desk users and the issue view for them
Setting up users
Use the following information to manage different types of users.
Users, groups and project roles are what you use the most when managing users and their permissions.
Agents are users that work on customer requests and communicate with customers. An agent consumes one JIRA Service Desk license and one JIRA license.
JIRA Service Desk customers are users who create requests for the service team to work on. They do not have access to the service desk interface in JIRA used by agents. Customers do not consume JIRA Service Desk licenses or JIRA user licenses.
Collaborators are JIRA users that occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add an internal comment that explains the cause and any available workarounds could be made collaborators. A collaborator consumes one JIRA user license.
You can enable public signup for your service desk so customers can create an account on the Customer Portal. Agents will also be able to send new customers invitations to create an account. If you want new customers to be able to create requests by sending emails to your service desk, you must enable public signup.
This page contains information about the errors and problems that you might have when managing users in your service desk.