Something is not clear:
To involve JIRA application users, go to Project settings > Users and roles, and then add the users to the Service Desk Team role
We will not have to use Service Desk Collaborators role?
No. The Service Desk Collaborators role goes back to older Service Desk versions, when collaborators were named more explicitly.
Right now, just use the Service Desk Team role as described in the docs you are referring to. The difference between Agents and non-agents (or collaborators) is made through Application access to JIRA Service Desk.
In JIRA Service Desk (Cloud) the only role needed for JIRA agents is defined per default as "jira-servicedek-users".
As Administrator you have to create the user via" user management" (you have to give a specific username and invite the user tiping in his e-mail-address) . He will be added automatically to the role "jira-servicedesk-users"
Next you have to invite the newly created user to your project (via Project/ Invite Team)
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