Jira Service Desk Administrator counted as Agent?

Ryan Yam

Hi, I currently want to maximize our agent count for small teams (3). However, I noticed that the administrator account I used to register our group is counted against agents.

I really don't plan to have my admin account work on tickets but rather configure the system. Is there a way I can keep myself as an administrator to free up 1 agent slot who will work on the service desk tickets?

Tarun Sapra

Is the admin account part of the  "Service Desk Team" project role which might be the reason the account is counted towards the agent license.

From the docs

Global permissions

At installation time, JIRA Service Desk creates a global permission named JIRA Service Desk agent access. If agent based pricing is enabled for the instance, users who require access to agent views or functionality need to have this permission. The number of users who are granted this permission determines how many agent licenses are used on the system.

Manage agents

Add agents to a project

By default, project administrators can add agents from other projects to the project. JIRA administrators can add anyone to the project.

To add agents, click Add team () in the project sidebar. The agents are emailed a link to the service desk project, and are added to the Service Desk Team project role in Project settings > Users and groups.

When a JIRA administrator adds a new agent to the project, then the agent is also assigned a JIRA Service Desk license and added to the service-desk-users license group in  > User Management.

If your agents need to collaborate with JIRA Core or JIRA Software users to resolve an issue, you can grant the JIRA users limited access to your service desk project