What is the difference between an agent and a user?

Agent refers to the helpdesk personnel, specialist, professional, or expert who supports an X number of Users. The agents are often the face of the support function that clients see, they make judgements about the entire organization based on their interactions and conversations. The users are organisations or individuals who are the recipients of the support. Users are typically authenticated as valid customers in the validating step.

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Agents assist users' requests and issues, which are raised as tickets.  

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