JIRA Service Desk introduces a number of new user types. Under the hood, these user types are mapped to the following new project roles created by the JIRA Service Desk when it is installed:
Agent: These are members of the service desk team that work on requests. Agents are added to the Service Desk Team project role.
Customer: These are end users that will be submitting requests through your help desk portal. Customers are added to the Service Desk Customers project role.
Collaborator: These are the other JIRA users that are not usually members of your service desk team, but can help solve customer problems. Collaborators are added to the Service Desk Team 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, do the following:
Browse to the service desk you want to add...