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Someone who is part of the Service Desk Team is considered an Agents or Collaborators in JSM. Agents use a JSM license and are able to interact with customers and respond to their issues. Collaborators are not using a JSM license and can receive mentions in tickets as well as comment in JSM, but are not able to reply to customers. They are 'Collaborating' with the Agent to help determine the resolution of a JSM issue.
Standard Jira Users alone, are not considered agents nor collaborators and do not use a JSM license and by default, do not have access to JSM information.
Here's an article explaining the JSM Roles a little better: JSM Roles
Hope that helps.
Oh yes! They are your resources for your Agents. If you Agents have questions, they can mention Collaborators and then Collaborators can make Internal Comments on the JSM tickets. That's assuming your developers are using Jira for their tasks.