Getting started

What Proxy Agent is, who it's for, and the five-minute setup path.

Proxy Agent is a Jira Service Management (JSM) app that lets authorized users perform ticket actions (comments, transitions, field edits, link updates, and worklogs) on behalf of a designated service desk agent, with every action written to a built-in audit log.

It's built for teams where the visible identity on a ticket matters: out-of-hours coverage, delegated administration, automation routed through a recognized agent persona, and any workflow where "who replied to the customer" is not the same as "who clicked the button."

Who this is for

  • Service desk managers who want senior agents or admins to step in on tickets without polluting the customer-visible history.
  • Jira administrators running JSM at scale who need a controlled way to delegate actions and audit them.
  • Service desk agents who hold the Act as Agent permission and use the modal day-to-day.

What you'll do in this guide

  1. Install Proxy Agent from the Atlassian Marketplace.
  2. Configure a default acting agent at the global level.
  3. (Optional) Override the default per service desk project.
  4. Grant the Act as Agent project permission to the right roles.
  5. Open a JSM ticket and use the Act as Agent action.

Expect five minutes for a basic setup.