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I am an admin and I added a shortcut to the portal on the left hand side. I logged in as an agent but they're unable to see the shortcut on the left hand side. I read the following article that states anyone with access to your project can see the shortcuts:
How do I make it so agents can see shortcuts I add as an admin?
@Tony Shabani Welcome to the Atlassian Community
There is no security on the project links. If someone is a service desk team member then they will be able to see it. Can you add a couple of other links to google and one internal to see if that shows?