Agents are Jira users who will be working on customer requests in Jira Service Desk. These are usually members of your support team. Agents consume the Jira Service Desk licenses. To add an agent to a service desk, do the following:

1. Browse to the service desk you want to add an agent to.
2. Click on the Invite team option in the left-hand panel.

3. Search and add users you want to invite as an agent (member) of your service desk team. You can select and add more than one agent. Click on the Invite button:

When adding an agent to a service desk, you can select an existing user in Jira, which will grant the user access to the service desk. If the user you want to add as an agent does not exist, you can also create a new Jira account and add them as an agent in a single step by typing in the user's email address. An email will be sent out with a link to set their password. New user accounts created in this way will be automatically added to the jira-servicedesk-users group and Service Desk Team project role. Refer to Chapter 9, Securing Jira, for more information on groups and roles.