Why can't Service Desk Agents manage Customer account details

Dirk Schaare

Dear community,

I'm wondering why our Service Desk Agents could not manage Customer account details. If the agents want to add a real name to the accounts they created, it has to be done by a colleague with Jira Administrator rights. IMHO this is nonsense - why could an Agent create Organisations and Customers but cannot add basic details like a name?

We don't want to give all Agents administrative rights in JSD but having Administrators do routine work like customer administration also makes no sense.

Thanks for any advice,

Dirk

Angélica Luz

Hello Dirk,

Thank you for reaching out to Atlassian Community!

We understand that it would be nice if agents had the option to set a full name for the customers when adding them, but currently, only admins can manage this information

We have feature requests suggesting the implementation of this ability:

• Ability to specify user's full name when adding to jira service desk customer
• Agents should be able to set username & full name of customers

Please, click on vote and also watch to receive updates about the feature.

Regards,
Angélica