if a assign a JIRA software user to the role Servide Desk Team would it count as an agent licence in Jira Service Desk?

[lauraliera]

This question is in reference to Atlassian Documentation: Setting up service desk users

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[Dan Breyen]

Only Agents are defined to take up licenses.  Customers and Collaborators are not Agents, and won't take up a license.  Collaborators would be JIRA account holders, not interacting with customers, who are able to view and comment on issues in JSM.

[Dan Breyen]

Agents in JSM count against your User License.  Then can edit JSM issues.  Internal Customers would not count against your user license.  New JSM customers have this built in.  There is a new 'Customer' role coming for internal customers in the cloud.  You can setup existing JIRA users to view JSM issues without counting against your user licenses.

[Jobin Kuruvilla [Adaptavist]]

It depends on whether the user is already in the group that has the JIRA SD Application access. Only people that have access to the application are counted against the license. Adding to the role alone is not enough.

See https://confluence.atlassian.com/adminjiracloud/manage-group-access-to-applications-794198952.html

You still need people in the roles for the individual project access.