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I am trying to add "Service Desk Team" members from the Project Settings>People tab. I have successfully done this for one of my team and they can see everything I need them to see when logged in. When I try to add anymore "Service Desk Team", it seems to add them as customers. They still show in the list with Role "Service Desk Team" however they also appear in the Customers list under "CHANNELS AND PEOPLE". Due to this, they don't seem to have team member access but can only see the customer portal.
Welcome to the community. In addition to what @Dave Mathijs mentioned, typically that members of the "Service Desk Team" role for your JSM project are users who are licensed JSM "agents". They should have actual JSM license granted to his/her account.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team