Licensing and Roles

User roles and licensing are managed directly in the Service Project Summary tab, under the Service Desk Licensing section. From there, you can assign new users, set roles, or remove access. Only users explicitly assigned to the app count toward your license.

The app defines two roles:

Service Project Admin

• The user who installs the app and accesses it first is automatically assigned as the Service Project Admin.

• This role has full access to all Service Desk settings, including portal configuration, licensing, email setup, and user management.

• Service Project Admins can also work on tickets and communicate with customers through the Ticket View. They can fully act as agents.

• Service Project Admins can assign or remove users, and manage the Service User.

• They have access to all views in the Service Desk app, including the Service Desk Settings and the Ticket View.

Agent

• Agents can access the Service Project Summary tab and the Ticket View.

• They can view and work on tickets, and communicate with customers, but cannot access configuration settings.

Licensing Details

• Only users assigned as Service Project Admins or Agents count toward the Service Desk App license.

• The Service User does not count toward the license. However, it must be a valid monday.com user account. If you choose to use a dedicated Service User account, it will consume one of your monday licenses.

• Customers accessing the service portal do not need a monday.com account and do not count toward the license.