It seems to me that these terms are used interchangeably - is that the case? If so, what makes an Agent an Agent besides being in the role?
If not, why isn't the role named "Agents" instead of "Service Desk Team"? The lack of consistent terminology is frustrating.
An agent is a licensed user who is part of the role Service Desk Team.
Anyone can be added as part of the Service Desk Team, but only those users that have a license will be an agent because they will have permission to work on the tickets.
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