I create en new project in JSD. I put roles and authorisations as same as my other 3 projetcts already there. In this new project there are 4 users and with the URL of the JSD apllication they are automaticly links to the portal (for customers). Now they are note juste customers they are agents too.
Yesterday I sent screenshots to this post that report the same thing you mentioned: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Agent-can-t-see-queue/qaq-p/1524055#M64583
Look at my answer there, and if it doesn't work, let me know.
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