A customer raises a request. The agent handeling the request has to ask something to a third party. How can the agent do this and still stay in Service Desk, without switching to a mail program?
I found this add-on, but I would like to have on running in the Cloud:
Can anyone help?
To “stay within JSD” somhow the third party needs to have a user account. Either as an agent ($) or as a customer or as a JSW user.
You could try this - crelate a separate project and make the third parties the customers. Create a linked issue to the original when needed. Open the linked issue on the customers behalf reply to customer (third party) etc... a bit messy but it might do the trick.
I see that you clarified the question a bit more here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/JIRA-Service-Desk-Can-an-external-third-party-be-involved-via/qaq-p/613105
I would add the third party individual to your jira license as a collaborator and limit their permissions depending on what you would like them to see. Then when you need their help you can tag them in the issue itself.
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