Can a user be an agent and customer at the same time?

Can a user be a customer and part of an organization (with other customers) and open tickets for the organization including all other customers; at the same time be an agent and work internally on the issues?

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Jack Brickey Community Champion Jan 19, 2017

Yes, by default an agent has the ability to open tickets just as a customer would and the added abilities of working the issues to closure.

You can add an agent to organizations.

As an agent, who also is part of an organization with real customers, opened couple of tickets on behalf of the customer. Now went back and add the organization in the ticket but the customers who are in that organization still can not see that ticket as a part of their open issues. 

Jack Brickey Community Champion Jan 20, 2017


I haven't studied the visibility of issues when looking at Request "created by anyone". On the surface it seems odd that the requests wouldn't show up. I would suggest opening a help ticket w/ Atlassian to see if they can explain the behavior or push to development to address.

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