We’ve been talking a lot about Jira Service Desk onboarding on Community recently: A is for Activate: Share your top Jira Service Desk onboarding tips for new users!, Jira Service Desk – Don’t be afraid, the journey begins with curiosity!. While these articles provide a great overview, let me focus on Jira Service Desk user roles.
Let’s say you’re a support team managing incidents and service requests. You’ll certainly find the below users on Jira Service Desk:
Clients – They raise tickets.
Support team – They work on tickets and help clients solve their issues.
Experts – Support team escalates them complex tickets.
In Jira Service Desk terminology:
Customers have access to the customer portal only. They can raise requests and follow up on previous ones through there.
Agents work on Jira Service Desk. They can communicate with both customers and collaborators through comments: public comments with customers, internal comments with collaborators.
Collaborators work on Jira Core or Jira Software. However, they can view Jira Service Desk issues and comment internally on them. This means they can’t communicate with customers, but they can discuss with agents to help them investigate.
The below diagram sums it up:
Customers don’t use any license since they can only access the customer portal.
An agent needs a Jira Service Desk license.
A collaborator already has a Jira Core or Software license and doesn’t need a Jira Service Desk one.
I hope this article helps you understand who does what on Jira Service Desk. Let me know in the comments if you have any question!
Manon Soubies-CamyCommunity Leader
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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