Hi @heather.meadows - You probably already know that Collaborators are
- Jira users who are not licensed JSD agents
- they can leave internal comments on JSD tickets to assist JSD agents to resolve a ticket
- their comments aren't visible to customers
- they are members of the 'Service Desk Team' role of your Service Desk project
You are able to add a Jira user as a collaborator by going to Project settings and adding this user to the 'Service Desk Team' role under Users and Roles. And the way you bring a collaborator's attention to a JSD ticket is by @ mentioning them. So, collaborators are associated with tickets at a project level. Not sure if this is the kind of information you are looking for.
Hope this helps!
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