Is it possible to implement such "user" with current service desk release? I need to have one super-user for a customer, this user should be able to see any tickets created by people from his company - not only his/hers tickets.
You can create a JIRA user and grant access just to that customer's project, or you can add him as a participant of all the issues of his company. The request participant has to be added manually to each issue, but there is a feature request in order to have participants added automatically as you can see on JSD-1530.
Thanks and regards,
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