Hello @hkenny
You need Service Desk agent license and permission.
https://confluence.atlassian.com/servicedeskcloud/adding-customers-852724126.html
BR, Olga
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It's a Service desk agent role. So someone can't bee an agent and not be able to add customers, just like you stated previously.
But you should check Collaborators.
Depends on what you need and different roles.
BR, Olga
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you might have a look at this open suggestion and related ones and vote/watch - JSDSERVER-5463
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