I have a plan to buy JIRA for my service desk. I would like to detail info about how does it work. (What is intend for Agent, users, Licences, Different between Agent and user, etc
"Agents" handle "calls" from "customers", but "how does it work" is an essay, which is far better answered by you having a read of the docs, than us rambling. See https://confluence.atlassian.com/get-started-with-jira-service-desk/get-started-with-jira-service-desk-917968272.html
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