Agents role in Service Desk Cloud missing

[Henry Fordyce]

I just looked and all my users who were Service Desk Agents are now team members along with everyone else. I am at a loss and I don't understand how things are working right now.

I also have a new user who is supposed to be an agent, but he is inconsistently able to assign tickets to himself.

Was there a recent change to the Service Desk Cloud product? Can anyone reproduce this issue? Am I losing sanity?

[Jack Brickey · Accepted solution]

well, there really isn't an "agent" role. Agents are those individuals that you add thru the "invite team" link in the side bar and they will be given the necessary permissions. Service Desk Team is where my agents are listed.

i don't know of recent changes but given this is a SAS solution it could be. is there a specific question I could assist with?

[Henry Fordyce]

Thank you. I believe I was confused between the "Service Desk Agent" permission setting and the user's Role setting in Service Desk. So, mostly user error and confusion!