nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Is the difference between Service Desk Agent and a member of the Service Desk Team just terminology

Rob Horan

It seems to me that these terms are used interchangeably - is that the case? If so, what makes an Agent an Agent besides being in the role?

If not, why isn't the role named "Agents" instead of "Service Desk Team"? The lack of consistent terminology is frustrating.

Accepted answers

Angélica Luz

Hi Robert,

An agent is a licensed user who is part of the role Service Desk Team.
Anyone can be added as part of the Service Desk Team, but only those users that have a license will be an agent because they will have permission to work on the tickets.

Regards,
Angélica

All comments

Angélica Luz

Hi Robert,

Regards,
Angélica

Rob Horan

How/why would someone be part of the team without a license?

Angélica Luz

Currently, there is nothing that blocks someone to add a customer in the "Service Desk Team" role or a user from Jira Software to the same role, for example, so sometimes people may add a non service desk user in this role by mistake.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira

jira-service-desk

jira-server

jira-service-desk-server