description

Invite internal team members and agents, give them a role, and change their permissions in your next-gen service desk.

Add internal collaborators and team members to your next-gen service desk, give them a role, and start working together to resolve customer requests.

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

Add people to your next-gen service desk

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 > People.
  2. Select Add people.

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

You can use roles to manage people's permissions in your service desk. If you have the admin role, you can assign people to existing project roles.

To assign someone a different role:

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

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.