Service Desk agents (licensed) vs Portal Users (non-agents)

Shaun McGuire

I need clarity on the differences between a licensed (Premium) service desk agent account vs. a regular Jira user in my instance that needs to add tickets/requests through the service desk portal, but not actually manage or work inside the service desk projects.

Can anyone in my list of internal Jira users access and enter tickets in the Service Desk portal? 

How do my internal Jira users differ from a "customer" in Service Management?

Do my Jira users have to be setup manually as "customers" to use the portal?

I'm using Jira Service Management Cloud Premium (because I need Insight)

Support Team [Clearvision]

Hi Shaun,

The full details of each type of user can be found here:

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Depending on your Project permissions Internal users can still view the Project and Issues, unlike Customers who can only view from the Portal.

If your Portal is setup with Customer Permissions as 'Customers added by agents and admins' then yes Users will need to be in 'Customers' for Portal access, they will get a permission error otherwise.

Hope that helps