Differences between Agents and other users

Question

Hi,

I don't fully understand the Service Desk Agent system. There are 3 Agents and we have 50 user licens in Jira. What exactly are the differences between those Agents and the other Jira users? What about Jira admins?

Is there a video or tutorial available about this? Or some document?

Best regards
Stefan

Teejay_xv1b9v · Answer

Hi,

My client has 160 employees, and they want the Jira Service Management, will all of the employers be considered as users with paid licenses? Secondly, do we now make some of the users to be agents? thirdly must customers interacting with the portal have jira account or paid licenses?

Regards,

Teejay.

Stefan · Answer

Right now we have a self-programmed ticket-system, and there are about 20 colleagues that are frequently answering tickets. As I understand it: The 3 agents are the only ones that can fully handle the tickets, like giving answers that the customers (the ticket-creator) can see. The other Jira users that are not Agents can also "work" on this tickets, like reading them, giving comments and such; but none of this is visible to the customers. Am I right?

So if we go with 3 Agents, we might have to change our ticket handling, so that only the 3 Agents give the answers (maybe based on comments from the other Jira users).

Regards
Stefan

Stefan · Answer

Yes, we have Jira Server 50 user license. We wonder if 3 Agents would be enough for us.