jira agents vs jira users - Service Desk 2.0

[Melvin Vasquez]

What things can a JIRA Agent do that a normal JIRA user can't on Service Desk 2.0.

Level 2 and 3 have to be a JIRA Agent?

[Pedro Cora]

Hi Gerardo,

I'd recommend you to take a look at: https://confluence.atlassian.com/display/Purchasing/New+pricing+model+for+JIRA+Service+Desk+2.0+FAQ and https://confluence.atlassian.com/display/SERVICEDESK/Agent+-+JIRA+Service+Desk that contain the answer to your questions 

[Charles Wells]

Agents are your JIRA users who will be able to actually work on issues reported via a service desk portal, as well as see the JSD interface: Queues, Reports, etc. Work on means, update field values, transition through workflow - normal issue interaction.

https://confluence.atlassian.com/display/SERVICEDESK/Getting+started+for+service+desk+agents

None agents can be named as Collaborators, who can comment and be engaged to assist with resolution, but cannot interact with the issue as normal. More about the 3 roles:

https://confluence.atlassian.com/display/SERVICEDESK/Users%2C+groups+and+project+roles