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,
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs