Can I creat a service desk agent with intetnal comment only permission?

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. ?

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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,
Igor

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