Jira Service Desk introduces a number of new user types. Under the hood, these user types are mapped to the following new project roles created by the Jira Service Desk 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.
• 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.
• Collaborator: These are the members from other business functions, and are not members of your service desk team, but 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.