Service desk user types
Jira Service Management introduces several new user types. Under the hood, these user types are mapped to new project roles created by Jira Service Management 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.
- Collaborator: These are the members from other business functions; they are not members of your service desk team. However, they can help solve customer problems. A good example would be product domain experts or engineers. Collaborators 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.
- Organization: These are groups of customers. For example, an organization can represent a company, and all employees of that company will be part of the organization. Requests can be limited to being...