How to check the number of service desk agents in our JIRA ?

[Sushmitha]

Hi Team,

I'm not clear with Service Desk Agent system.
Could you please explain what is Service Desk Agent ?

Who are considered as Service Desk Agents ?

Are all Jira users licensed and considered as Service Desk Agents? 

How can we find the total number of Service Desk Agents in our Jira system?

[Dan Breyen · Accepted solution]

Hi @Sushmitha If someone is marked as a 'User' of JSM, they are considered an 'Agent', and using a JSM license.  

Someone who is a user in Jira Software but not an Agent with Jira Service Management is NOT using a JSM license but is using a Jira Software license for your Development work. 

If you are the System Administrator, you can go to 'Settings / User Management' and you should be able to see who is a user in each specific product.  You can also go to the 'Products' tab and see how the specific licensing is broken down by Product.  You can also click on a 'Licenced Users' tab to see who does/doesn't have a license to that particular product.

Here's an article that explains the JSM roles: JSM User Types and Roles 

Hope that Helps.