Differences between Agents and other users

There was a question on the community about what is the difference between Service Desk Agents and normal users.

The answers is very simple. Let us summarise.

Agents
- They will respond to customer tickets raised.
- They will communicate with customers by adding a public comments.
- Only agents can be the assignee of the Jira Service Desk tickets.
- They have access to Queues

Normal users
- Any Jira user who is not an agent will not be able to respond to customers.
- They cannot be an assignee of Jira Service Desk tickets
- They cannot add a public comment

I hope it clears the confusion.

Question on the community.

Topic
JIRA Service Desk

Subscribe

* indicates required

Please confirm that you would like to from Sparxsys:

You can unsubscribe at any time by clicking the link in the footer of our emails. For information about our privacy practices, please visit our website.

We use Mailchimp as our marketing platform. By clicking below to subscribe, you acknowledge that your information will be transferred to Mailchimp for processing. Learn more about Mailchimp's privacy practices.

Want to contact me?

Ravi Sagar
Ravi Sagar
ravi at sparxsys dot com

Author of "Mastering JIRA 7" book. Loves #Jira and #Drupal. #Blogger, #ProblemSolver, #Atlassian #Consultant and #Technologist @ravisagar on twitter

Want my help? raise a support request for me.

Social and other Links