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.
Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events