I am an agent of Jira Service Desk. We use Jira Service Desk internally to approve IT requests in the company. Along that approval process there are multiple people involved who do not have agent permissions. These people have either Jira Software access or they do not have access to Atlassian products at all.
Is there a way to share jira issues ideally via Email and allow external people to update the JSD issue status?
Only agents can transition issues (update status). Collaborators can only comment internally and view issues.
You can expose workflow transitions in the portal for customers to transition so effectively "update the status", Conditions on workflow transitions are observed when exposed to the portal (so you can give a condition that is only that group/role of non-agents).
You can also automate transitions of issues when there is an internal comment by a certain group/role of users in the Service Desk automation.
Just some ideas
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