Can this share feature be used from the agent portal instead of the help center?

[Kyle Anders]

In the servicedesk/help center, agents have the option to share the request with someone with or without an account.

Can this be done from within the the agent portal/project view?

[Jack Brickey · Accepted solution]

The agent can add customers to the Request Participants field. Other Jira users can be added as Watchers (eye icon).

[Kyle Anders]

Thanks for your response.

The only issue with the request participants field is the inability to invite new customers.

That share button in the customer portal allows an agent to invite a new customer by entering their email address, while the request participants field will only select from existing and active customers.

(sorry, I realise now I wasn't too clear it was for inviting new customers as well)

[Jack Brickey]

Yes, the Agent would need to add the customer before being able to add as a request participant, so a two-step operation.