Differences between Agents and other users

[Stefan]

Hi,

I don't fully understand the Service Desk Agent system. There are 3 Agents and we have 50 user licens in Jira. What exactly are the differences between those Agents and the other Jira users? What about Jira admins?

Is there a video or tutorial available about this? Or some document?

Best regards
Stefan

[Ravi Sagar _Sparxsys_]

Hi @Stefan 

• Agents are Jira users + they have extra rights to work on Jira Service Desk tickets.
• Jira user can be an agent as well.
• Any Jira user can be a Jira Administrator (not a good idea though, just have few).

When you go to the Applications section you can see there groups assigned to these applications and users in those groups count towards the license.

I hope it was helpful.

Ravi

[Stefan]

@Ravi Sagar _Sparxsys_ 

What exactly are these extra rights of those Agents?
What can Jira users that are not Agents not do?

Stefan

[Ravi Sagar _Sparxsys_]

Take a look at the documentation.

"Agents licensed for Jira Service Desk have the ability to access queues, move issues through workflows, and make customer-facing comments."

Apart from Jira Service Desk, do you also have Jira Software?

Ravi

[Stefan]

Yes, we have Jira Server 50 user license. We wonder if 3 Agents would be enough for us.

[Ravi Sagar _Sparxsys_]

Hi @Stefan 

If you have only 3 people who would be responding and handling customer tickets then go ahead with 3 agents but when purchasing Jira license also try to forecast your usage in the next 6 or 1 year.

I hope it helps.

Ravi

[Stefan]

Right now we have a self-programmed ticket-system, and there are about 20 colleagues that are frequently answering tickets. As I understand it: The 3 agents are the only ones that can fully handle the tickets, like giving answers that the customers (the ticket-creator) can see. The other Jira users that are not Agents can also "work" on this tickets, like reading them, giving comments and such; but none of this is visible to the customers. Am I right?

So if we go with 3 Agents, we might have to change our ticket handling, so that only the 3 Agents give the answers (maybe based on comments from the other Jira users).

Regards
Stefan

[Teejay]

Hi,

My client has 160 employees, and they want the Jira Service Management, will all of the employers be considered as users with paid licenses? Secondly, do we now make some of the users to be agents? thirdly must customers interacting with the portal have jira account or paid licenses? 

Regards,

Teejay.