What users and roles are there in Jira Service Desk?

Service desk users are people who work on or send requests. Jira Service Desk has licensed users who require a license to interact with the service desk and unlicensed users who can interact with the service desk for free.

Your service desk has the following users:

  • Project administrators are licensed users who set up the service desk project and users.

  • Agents are licensed users who work on customer requests and add customers to the project.

  • Customers are unlicensed users who send requests to your service desk through the portal, email, or widget.

  • Organizations are groups of customers that are shared across projects.

Learn how to add or remove customers and group customers into organizations.

You need different permissions to manage different types of users in the project.

These roles have the following permissions:

  • Jira administrators can manage users and licenses across multiple projects.

  • Project administrators can add agents from other projects. They can also manage customers and organizations.

  • Agents can manage customers and organizations.

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