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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

What do agents do in Jira Service Management?

Agents work on customer requests. These requests are sent by email or through your help center, 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

Learn how to add an agent to your service project.

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