Forward JSM issue to external

[Peter]

Hello,

we´re currently using Otobo as Ticket System for our Finance Department and we thinking of switching to JSM.

In Otobo we can forward a ticket to external users (e.g. Sales) so they can take over. 

Is there a similar feature in JSM available?
It´s not an option to invite all those externals as Agents since this happens only from time to time for each individual external user.

Adding the external user as participant would not forward the actual ticket.

Thanks,
Peter

[Trudy Claspill]

Hello @Peter 

Welcome to the Atlassian community.

What do you need the external users to be able to do, related to the issue? Do they need to add customer-visible comments? Do they need to be able to change the status of the issue? Do they need to see information in the issue that is not visible to the customer?

Do you have a subscription for only JSM or do you also have the Jira product on your instance?

What do you mean by "forward the ticket"? It is true that adding a user as a participant does not send them a copy of the ticket, but it should notify them that they were added as a participant and then they could interact with the issue through the customer portal.