What is exactly an Agent in Service Desk

Question

Hi,

I'm considering to use service desk from Atlassian but I'm a little confused about the definition of an 'agent' which is important to understand because pricing depends on it.

In my service desk instance, I see under project settings-> People  many users with different roles. Is every person in this overview an 'agent' ?

Are there certain roles that don't require a license?

I hope you can clarify this for me , thanks,

Mario

Pedro Felgueiras · Answer

You can say agents are the only users that can work (edit) issue that are created in a service desk project.

miikhy · Answer

Hi Mario,

In a few words, for Service Desk you have agents and customers. Customers are only allowed portal access to create/track requests where agents are Jira users (consuming lincense) and in charge of working with the requests. Whatever role you have in Jira, if you can work on issues then you’re considered as an agent.

Please aso note that customers are not using licenses :)

Hope this clarifies the difference!

Let me know if you have more specific aspects you did not understand as much as you’d like!

Cheers