What is a Agent at JIRA Service Desk?

I have in my security:

Administrators
Developers
User
Service Desk Customers
Service Desk Team

Who of these is a Agent ?. or is other type of user.

Thank for everything.

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Service Desk Team - the ones who are expected to interact with the customers, deal with some of the service requests and talk to 2nd/3rd/4th line when they can't handle it themselves.

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Then I need to pay for each user who is added to the security group "Service team members" , no ?

Thank for everything.

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Yes, you do, they are agents.

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Thank.

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What is a Agent at JIRA Service Desk?

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