Is the difference between Service Desk Agent and a member of the Service Desk Team just terminology

[Rob Horan]

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.

[Angélica Luz · Accepted solution]

Hi Robert,

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.

Regards,
Angélica

[Rob Horan]

How/why would someone be part of the team without a license?

[Angélica Luz]

Currently, there is nothing that blocks someone to add a customer in the "Service Desk Team" role or a user from Jira Software to the same role, for example, so sometimes people may add a non service desk user in this role by mistake.