Why is the number of Agents different in Billing and "Users and roles"?

[Unknown User]

Looking at my Billing section, I see 5 agents, but when I look at Users and Roles, there is only 1.

1.png2.png

I only want 3 Agents, so do I really have 5 or 1?

Thanks for any help. 

[Jack Brickey · Accepted solution]

Edwin,

I expect you have 5 users listed as agents. If you go to JIRA Administration>User Management and change the filter "All access levels" to "JIRA Service Desk" you should see 5. From there you can correct by removing JSD from those users that are not agents. Regarding the "1" you are showing above I think that is simply saying you have 1 of your agents assigned to the "service desk team" for the specific project. When you create projects you can assign agents to them. In this way you can have different agents handling different projects/customers.

[Unknown User]

Thanks Jack. 

Does this mean that whoever gets JIRA Service Desk is also an Agent? 

[Jack Brickey]

yes. stated another way - only agents need to have JSD applications enabled.

[Unknown User]

Thanks for clarifying that; this should be added to the Help