Agent Dispatcher

Agent Dispatcher

 

What do agents do in Jira Service Management (JSM)?

According to Atlassian, a subset of Jira users, called “agents”, work on customer requests, which are available for all JSM projects. These requests are sent by email or through a help center/portal, and are tracked as issues in the related JSM project. Agents are added to the Service Desk Team role in a service project.

Agents can:

  • view the portal, queues, reports and SLA metrics within a service project

  • view, add, edit and delete customer-facing and internal comments on issues

  • add customers to a service project

  • view, create and manage content in the knowledge base

  • manage customers and organizations

If one of your agents goes on holiday …?

Instead of asking one of your site-administrators for help or buying another additional JSM agent licence, just schedule a temporarily shift of your agent permission and license to your deputy in charge by using this app: the Jira Service Management product access is automatically switched between all involved users according to the configured period.

Or in other words: using this app “Agent Dispatcher”, all users - acting as agents - can assign their own JSM access permissions to another Jira user during an absence without any manual administrator intervention.

Reduce the number of JSM agent licences

Reduce the number of JSM agent licences required by your cloud instance with Agent Dispatcher:
it allows you to dynamically manage your organisation's licences usage. If you have 10 JSM agent users, but only 2 of them use related features at the same time concurrently, why pay for 10 licences? Automatically use the license pool for all potential agents, instead.

Documentation