The short answer is yes - you need to give them agent licenses.
If they already have JIRA Software or JIRA Core licenses then you can also create another project, and allow your 1 agent to create JIRA tasks in this project. These tasks should be linked to the original ticket. Your resolver group can process these tasks through an appropriate workflow and when the task is resolved it can update the original JSD ticket.
Does this help?
You can add two types of users for each. Whenever assigning an issue, you can add validators to make sure which user in a group you would like to assign. For example, you can add a validator to verify whether a user in call centre agent is being assigned, when it is in a particular status.
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