Adding agents to next-gen service desk

[Marie Philips]

Does adding an agent on the internal access page automatically give them a licence that we will then be billed for?

Or do we purchase the SD licences first and then add them as agents?

[Angélica Luz]

Hello Marie,

Welcome to Atlassian Community!

When we add a user as an agent in a project it won't give them a license. The license is added to their profile if a site admin adds them on Administration > Users or if they are added to the project by the "Invite team" option.

With that said, if the user doesn’t have Jira Service Desk on their profile, they are not counting as a licensed user:

As you use Service Desk free, you can add only three licensed agents to the site.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica