I expect you have 5 users listed as agents. If you go to JIRA Administration>User Management and change the filter "All access levels" to "JIRA Service Desk" you should see 5. From there you can correct by removing JSD from those users that are not agents. Regarding the "1" you are showing above I think that is simply saying you have 1 of your agents assigned to the "service desk team" for the specific project. When you create projects you can assign agents to them. In this way you can have different agents handling different projects/customers.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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