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Users in Jira service desk

Marcus Bengtsson

Hello! So we are about to get started with Jira Service Desk and I'm trying to test it out before. Thing is that we have around 3 Agents and I'm a bit confused as how this Agent thing works.

Is it possible to have other people which are not Agents (as i think is the role Service desk user???) can they have a role so that they still can see the issues coming in but not change/delete anything? do they cost anything? Hope my question is understandable.

Accepted answers

Jack Brickey

as a standalone application you will have Customers, Agents and Admins. Customers are free the others are paid. However, if you are adding JSD as an application to an existing instance of JSW/Core then users licensed in JSW/Core can provide a fourth role - collaborators. Collaborators can browse, comment (internal only), watch JSD issues.

You might find this (and neighboring) article(s) useful - set-up-service-desk-users-to-work-on-requests

All comments

Jack Brickey

You might find this (and neighboring) article(s) useful - set-up-service-desk-users-to-work-on-requests

Marcus Bengtsson

Thank you! We do have Jira core as well.

Marcus Bengtsson

But though which one of these are collaborators?

Jack Brickey

well I use "collaborators" loosely here. There are various ways to handle this, create a new role, use groups and assign the role/group to the necessary permissions, e.g. browse, comment. You might find this article useful - how-can-service-desk-and-development-teams-work-together-with-jsd

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