Who are agents in Jira Service Management?

Agents are licensed users helping with the resolution of custom requests – appearing as issues in Jira Service Management. Agents are capable of:

• Accessing the customer portal along with the Jira Service Management interface

• Viewing customer portal, SLA metrics, reports, and queues

• Accessing and editing issues in Jira Service Management as per the assignment

• Managing content in the knowledge base

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