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

  1. Agents use the service desk interface in JIRA to view their queues, reports generated by the service desk administrator, and the SLA metrics they're working against. When agents work on a customer request, they update and log information on the request using the standard JIRA issue view. This gives them access to all the JIRA features for managing issues. For details, see Agent - JIRA Service Desk.

  2. Customers log requests through your Customer Portal. They don't see the service desk tools used by your team. As their request is being worked on, they receive emails on the status changes and public comments made by the agent. They can also use the Customer Portal to see a list of all their requests (current or completed). For details, see Customer.

  3. Collaborators are the users that occasionally help your team resolve requests by making internal comments. For example, developers help support staff analyze a bug and add a comment that explains the cause and any workaround available. Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues. For details, see Collaborator.
  4. Service desk administrators use the service desk interface in JIRA to customize and manage a service desk for a given project. Administrators are users with administrative rights for a service desk and the underlying JIRA project. For the details about what they can do, see Administrator.


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.

Agents see the issue in the service desk

Customers see the Customer Portal

Collaborators see the JIRA issue view

Setting up users

Use the following information to manage different types of users.

Users, groups and project roles

Users, groups and project roles are what you use the most when managing users and their permissions. 

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.

Managing customers

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. 

Managing collaborators

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.

Configuring public signup

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.

Troubleshooting issues with user management

This page contains information about the errors and problems that you might have when managing users in your service desk.

Setting up users with the version 1.x pricing

Last modified on Feb 15, 2015

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