How to setup a 3rd party helpdesk provider to receive/manage tickets in our JIRA Service Desk

[Fred Ronque]

We are exploring the possibility of setting up a full JIRA Service Desk portal wherein we will be receiving various types of requests/tickets from internal customers. Some of these tickets need to be routed to one of our 3rd party service providers, wherein they will be given the ability to directly update the tickets. We would also like the ticket status to show that it is currently being worked on by a 3rd party partner instead of just the standard "in progress" status. Any guidance on how to proceed with this will be much appreciated, thanks.

[Brant Schroeder]

@Fred Ronque Welcome to the Atlassian community

If you would like the 3rd party service provider to access and work the issues within Jira then you would need to provide them with access to Jira and a JSM project.  You could have them work on all of these issues in a different JSM project and move issues to them as they are identified.  This would make a distinct separation and it is easy to report/monitor those issues.   You can also provide them access to the project.  I would suggest creating a group and adding that group to the project.  You could then use issue security to prevent them from seeing any issues unless they were added to that issue security.  This would require you to add issue security to the project and update all the old issues with a base security that would be applied to all issues and this would prevent the 3rd party workers from accessing the issues.  I think having a specific project for them to work in would be the easiest to secure.