What do agents do in Jira Service Management?
Agents work on customer requests. These requests are sent by email or through your help centers, and are tracked as issues in your service project. Agents are added to the Service Desk Team role in a service project. Learn more about roles in Jira Service Management.
Agents can:
view the portal, queues, reports and SLA metrics within a service project
view, add, edit and delete customer-facing and internal comments on issues
add customers to a service project
view, create and manage content in the knowledge base
manage customers and organizations
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