Unable to access JIRA Service Desk. Can only access Customer Support desk portal.

[Jethro Support]

Hello,

Two of our service desk team members are always redirected to the service desk customer portal whenever they log into their accounts despite having a "Service Desk Team" Role. At the moment, they can only access the service desk portal like customers. Has anybody encounter this issue? Your kind comments will be much appreciated.

[Cody Stevens · Accepted solution]

Hey @Jethro Support 

You can mark anyone as Service Desk Team in the People section but they still need a JSD license assigned to them so they can access the project.

Go to "User Management" find and select their account and make sure the Jira Service Desk option is switched on.

I dont know how you host your instance but below is a reference screenshot from cloud. If you use Server, the green toggle switches will be checkboxes instead.

[Jethro Support]

Thank you for your response @Cody Stevens our instance is hosted on cloud. At the moment, details  under the User Management seem to be empty. Please which other way can I locate their accounts. Also is there a way to check if their JSD license was assigned?

[Cody Stevens]

Hey @Jethro Support 

Sorry for the late response. I am a little confused from the image you added. Its stating you don't have any users. Are you sure you are accessing the correct site/organization? The user management section would be the only place to see what groups, and licenses a user has.