Agents are users that work on customer requests and communicate with customers.
Customers create requests and these requests appear as issues in JIRA for agents to work on.
에이전트가 할수 있는 것:
- Access both the Customer Portal and the service desk interface in JIRA
- View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to
- Access and edit issues in the service desks they are assigned to
- Add, edit and delete customer-facing and private comments to issues
- Manage content in the knowledge base