Have developers communicate with Customers in Jira Servicedesk

Markus Andersson

We have a servicedesk that handles issues and tasks via Jira Servicedesk. Sometimes they need to get the developers (using Jira Software) involved. When they do they create a linked issue in the appropriate product project.

Now, the developers often need additional information from the customer so they usually contact the customer directly. We would like to be able to do this by adding a public comment to the Service Desk issue directly, but as I understand it you need to be an Agent for that.

Does anyone have a solution for this? Having the servicedesk act as the middle man on a software issue doesn't work in our company since it's just a lot of overhead.

Thanks!

Markus

Angélica Luz

Hi Markus,

Thank you for reaching out to Atlassian Community!
Currently, collaborators are able only to add internal comments. To add a public comment, they must be service desk agents.
We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDSERVER-1448
Please, click on vote and watch to receive updates about the feature.

As a workaround, the developers, instead of watchers, they can be participants of the ticket and access it through the customer portal to add public comments.

Regards,
Angélica