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.

https://confluence.atlassian.com/display/SERVICEDESK/Getting+started+for+service+desk+agents

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:

https://confluence.atlassian.com/display/SERVICEDESK/Users%2C+groups+and+project+roles

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