What do agents do in Jira Service Management? - Atlassian Support
https://support.atlassian.com/jira-service-management-cloud/docs/what-do-agents-do-in-jira-service-management/
WebAgents 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.
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