How do I add internal agents to a customer organization?

[Kyle Kendall]

As we build out our JSD solution, some of our field agents are opening tickets on behalf of customers.  They have internal access already to Jira/JSD and I have added a few to the 'Customers' list.  However when I try to add their accounts to the organizations for our individual customers, to share tickets, it says the account name is not a valid email address.  I dont want to create new accounts, I just want to add them to a group.

[Angélica Luz]

Hello Kyle,

Thank you for reaching out to Atlassian Community!

It's possible to add agents to an organization, but it's not recommended. 

Agents receive system notifications and when they are added to an organization, Jira may recognize them as a customer and not an agent. 

Most of the time, agents that are part of organizations won't receive notifications, because Jira won't know what type of notification to send for them since they are agents and customers at the same time.

Agents can access all organizations, so the best option, when they create a ticket on behalf of the customer, is creating a ticket and after it's created, they share it with the desired organization.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica