How can I grant a user customer permissions to a ticket?

Is it possible to add a specific user to a ticket/issue so that they can see and update the ticket as a customer?  I'm hoping that by doing this we can add people to a ticket so that they can receive the notifications and reply to add info to the ticket.  I tried adding the person as a watcher, but it said they don't have permissions to the ticket so they can't watch it.

1 answer

1 accepted

0 votes
Accepted answer

Check the 'Requested Particupants' option in your ticket - you can assign there another Customer account to the same case and they can then respond, see comments, etc. via customer portal.

Yes, that does seem to work -- the weird part is that I had thought that I had read somewhere that the Participants were for Internal people only since they could see Internal (private) comments. However, after your answer I tested this myself and I was not able to see an Internal comment, so this would work fine. Thanks.

Happy to hear that it works for you. As for internal comments - it is a Collaborator role (set via People > Collaborator). Then your Jira user (e.g. your developer) can see the ticket with all responses, but any response provided by him will be only visible to your team, not to Customer.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

1,121 views 32 19
Join discussion

Atlassian User Groups

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!

Find my local user group

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

Groups near you