It seems to me that these terms are used interchangeably - is that the case? If so, what makes an Agent an Agent besides being in the role?
If not, why isn't the role named "Agents" instead of "Service Desk Team"? The lack of consistent terminology is frustrating.
An agent is a licensed user who is part of the role Service Desk Team.
Anyone can be added as part of the Service Desk Team, but only those users that have a license will be an agent because they will have permission to work on the tickets.
Learn how to use two new reports for next-gen projects in Jira Cloud: Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events