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JIRA Service Desk Customers (Internal) cannot see Service Desk

I started the free version of service desk. I have 3 agents assigned and 7 customers (other members of our internal team) Agents of course can see the project and create requersts -- employees with the Service Desk Customers role assigned cannot see the project or raise requests for help. I had to add them to the project Administrators group in order for them to be able to create tickets. What do I need to do in order for the Service Desk Customers role to work?

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Answer accepted
Mikael Sandberg Community Leader Nov 20, 2020

Hi @Kimberly Wood,

Welcome to Atlassian Community!

Users that belong to the Service Desk Customers role can only access the project via the portal, if you want your customers to access the project via the agent view you have to add them to the Service Desk Team role.  

Perfect. Worked like a charm. Thank you!

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
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