I would like have full access to my Service Desk team (L1) and have only limited access to the internal users (L2) when the issue is ecalated. I dont wish to allow L2 to put a public comment or interact with customer directly and hence would like to restrict their permission to add only internal comment. Is that possbile. ?
I think you're looking for collaborators - https://confluence.atlassian.com/servicedesk/collaborator-660967501.html
So L2 would be just JIRA Core users, you don't need a Service Desk agent license for them.
Hope this helps,
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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