Is a JIRA Service Desk Team project a role a default project role?

[Fahad Akhtar]

Is a JIRA Service Desk Team project a role a default project role?

Is the JIRA Servicedesk project role different to the JIRA Servicedesk Customer project role?

[Avinash Bhagawati {Appfire} · Accepted solution]

Hi @Fahad Akhtar

Please find below overview of Jira service desk roles. 

Administrator :

Users who administer a service desk project. In addition to what the Service Desk Team can do, Administrators can: 

• Add agents and customers to a service desk project
• Remove agents and customers from a service desk
• Configure request types, request security, and the email channel
• Customize the customer portal
• Create and edit reports and SLAs to track progress
• Connect a Confluence knowledge base

Service Desk Team:

Users who work on customer requests. Agents assigned to this project role can:

• View queues, reports, SLA goals, and the customers list
• Create and edit issues in the service desk project view and the customer portal
• Add, edit and delete customer-facing and private comments on issues
• Manage content in a connected knowledge base

Service Desk Customers:

Users who create requests through the customer portal or by email. Customers can't log in to Jira applications and don't have access to the service desk project view used by administrators and agents. Customers can:

• Create, comment on, and track requests through the customer portal
• Create and comment on requests via email
• Add comments and attachment to requests
• Add other participants to their own requests

Thanks, 

Avinash