Change your next-gen service desk's internal access, invite internal team members and agents, give them a role, and change their permissions.


In next-gen projects, any permission or access you want to give people in your project is controlled on the Internal access page. Here you can add internal collaborators and team members to your next-gen service desk, give them a role, and start working together to resolve customer requests.

This page shows:

  • the list of people who have access to your project

  • the role they have in that project

To view the Access page: From your project's sidebar, select Project settings > Internal access.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Set the internal access level of your next-gen service desk

Next-gen service desks can be private, just between your team and your customers. Or, they can be open for anyone else working inside your Jira site to see. We recommend keeping your work open and accessible. Break down those silos!

But, if you want to restrict who can access your service desk and what they can do in it, you can change your project's access.

To change your service desk’s internal access:

  1. From your project's sidebar, select Project settings > Internal access.
  2. Under Project access, select Change internal access.

  3. Choose the level of access you want to give and select Change.

Your service desk's internal access level sets who can search, view, and add notes to the service desk and its customer requests, when they’ve logged into your Jira site. Internal access does not affect how customers access and submit requests to your service desk, either through email or the customer portal. To change how customers access your service desk, read more about setting customer permissions.

Next-gen service desks have two, simple internal access levels:

  • Open. When a service desk is open, anyone who logs into your Jira site (not the customer portal) can view and add internal notes to your desk’s customer requests. Basically, Jira Service Desk gives anyone who logs into your Jira site the Viewer role. Only people you explicitly add to the service desk with the Agent role can communicate with customers and resolve requests. Read more about next-gen service desk roles.

  • Private. When a service desk is private, it’s hidden from everyone on your Jira site. Only people added to the service desk can see it or its requests in search results. Other people who use Jira will never know that your service desk exists. Jira admins can see private service desks in the directory, but they don’t have access to view or interact with a private service desk’s customer requests.

Add people to your next-gen service desk

Add people or groups to your service desk and give them a role to access your customer requests.

You can only add people who have joined your Atlassian site. If you can't find someone by their name or email address, ask your Jira administrator to invite them to your Atlassian site.

To give people internal access to work on your service desk:

  1. From your project's sidebar, select Project settings > Internal access.
  2. Select Add people.
  3. Type a name, group, or email address.

  4. Select the person’s role in your project from the Role dropdown.

  5. Select Add.

Jira administrators (anyone with the Administer Jira global permission) always have access to your service desk's settings.

Change a person’s role in your next-gen service desk

You can use roles to manage people's permissions in your service desk.

To change someone's role:

  1. From your project's sidebar, select Project settings > Internal access.
  2. In the person's entry on the table, select the Role drop down menu.

  3. Tick the boxes next to the roles you want the person to have.

Next-gen service desks come with the following roles:

  • Administrator. Admins can do most things, like update settings and add other admins to the service desk. They can customize request types, manage features like embeddable widgets, and add automation rules to customer requests.

  • Agent. Agents are your service desk team. They can communicate with customers, and edit and resolve customer requests.

  • Viewer. Viewers can search through and view customer requests in your service desk. They can add internal notes, but they can’t communicate with customers. Typically, viewers are collaborators who can work with agents internally on your Jira site to resolve a customer’s request. For example, your system admin who needs to give a customer permission to a service, or a manager who might need to approve a purchase order.

Read more about the permissions each role provides.

Remove a person from your next-gen service desk

To remove someone from your service desk:

  1. From your project's sidebar, select Project settings > Internal access.
  2. In the person's entry on the table, select Remove.

If you’ve given any site-wide groups a role in your service desk, you may want to double check with your Jira admin that the unwanted person doesn’t still have access through one of those groups.

Removing someone from a service desk doesn't remove them from Jira entirely. Jira admins and site admins can do that through your site's user management settings.