As the JIRA Service Desk (Server) agents are quite expensive I think about purchasing less agents, but get a JIRA core/software license that allows the 3rd level support guys to help our JSD agents.
I think and hope that it works how I imagine it:
Is this how it could work? The guy with JIRA core/software license can see all the information in the ticket but cannot interact with the customer, right?
If so, which license does the 3rd level guy need? Is a JIRA core license enough? Or does it require a JIRA software license?
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