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 work items in your service project. Agents are added to the Service Desk Team role in a service project. Read 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 work items

• add customers to a service project

• view, create and manage content in the knowledge base

• manage customers and organizations

Read how to add an agent to your service project.