jira agents vs jira users - Service Desk 2.0

What things can a JIRA Agent do that a normal JIRA user can't on Service Desk 2.0.

Level 2 and 3 have to be a JIRA Agent?

2 answers

Agents are your JIRA users who will be able to actually work on issues reported via a service desk portal, as well as see the JSD interface: Queues, Reports, etc. Work on means, update field values, transition through workflow - normal issue interaction.


None agents can be named as Collaborators, who can comment and be engaged to assist with resolution, but cannot interact with the issue as normal. More about the 3 roles:


Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,311 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot