It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is the difference between Service Desk Agent and a member of the Service Desk Team just terminology

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.

1 answer

1 accepted

0 votes
Answer accepted

Hi Robert,

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.

Regards,
Angélica

How/why would someone be part of the team without a license?

Currently, there is nothing that blocks someone to add a customer in the "Service Desk Team" role or a user from Jira Software to the same role, for example, so sometimes people may add a non service desk user in this role by mistake.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

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 ...

375 views 1 3
Join discussion

Community Events

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

Events near you