We are considering the purchase of Jira licenses for our helpdesk and developer teams but have the following issue:
We need to be able to ask a customer for extra information about a ticket from a developer somehow. We don't care if it's with a custom automation rule but we really need to be able to send messages directly to the client without going through the Support team but we haven't been able to configure this.
Is this somehow possible? We have a team of 50 developers and 6 agents and we can't have all the information bottlenecking in the agent side and we can't pay agent licenses for 60 people.
Can there be any solution to this problem?
You can try this
You say you have 6 agent's, they could add your developers as request participants in Service Desk ticket, it does not consume SD license and they communicate with the customer.
OR if you don't want for them to receive notifications for service desk ticket but still be able to comment on it you can add them to an organization and add this organization to the ticket.
All of this organization or request participant adding can be automated.
For the Developers to interact directly with customers, they'd need the Jira service Desk License and also be part of the Help Desk Team. Same as your agents.
In your case, you can add the developers in Help Desk Team without the service desk license and intern, they'd collaborate with the agents, and in turn, the agents would work directly with the customers.
@hellsingnorevy , if you're running into a problem with the customers not able to comment/update tickets they create, have a look at the permissions on your project. Perhaps they aren't allowing anyone but SD Team to touch the issue beyond viewing.
I have a specific "Waiting for Requestor" loop in my SD workflow where the customer can comment when we fling a question out at them. Additionally, I added a mult-user "Collaborator" field so I can add Collaborators at any time and allow them to comment as well
Developers (collaborators) can work with the agents and get questions back and forth. Developers would be able to make internal comments whereby agents can see them and direct the same to the customers public facing. Since the developer wouldn't have a license, they'd only be able to make internal comments. The agent can make public comment and hence communicate with the customer on behalf of the developer.
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