Will Jira Software agents be able to see the internal notes of Jira Service Desk issues?

Question

We have our engineers in Jira Software (server). They occasionally need to interact with customers with Jira Service Desk (cloud). Currently, we have them interacting via Participant, but we are hopeful that when we move Jira Software to the cloud that their license with Jira Software will allow them to see internal comments of Jira Service Desk issues. Is this the case?

Shannon_mkz717 · Answer

I think what you described is exactly what we have setup for our current state (Jira Server, JSD Cloud). But I just want to confirm that when we move Jira Software to the cloud, our software agents don't also need JSD licenses to be able to see the JSD internal notes. Making sure our business case is solid. If we have to purchase them licenses for both software and service desk, that changes the numbers.

Jack Brickey · Answer

You can’t connect the two without some addon. So you would need the JSW cloud user to also be a customer of JSD server where they could share public comments but they would not have access to the JSD application where they could make/see internal comments. for that they would need to be agents,