JIRA Service Desk introduces a number of new user types. Under the hood, these user types are mapped to new project roles created by the add-on when it is installed:
Agent: Members of the service desk team that works on requests. Agents are added to the Service Desk Team project role.
Customer: End users that will be submitting requests through your help desk portal. Customers are added to the Service Desk Customers project role.
Collaborator: Other JIRA users that are not usually members of your service desk team, but can help to solve customer problems. Collaborators are added to the Service Desk Collaborators project role.
Agents are JIRA users that will be working on customer requests in JIRA Service Desk. These are usually members of your support team. Agents consume the JIRA Service Desk licenses.
To add an agent to a service desk:
Browse to the service desk you want to add an agent.
Select the People tab and then Agents from the left.
Click...