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Customers who click agent issue link redirected to portal home page instead of portal issue view

We are using JSM Cloud for our internal ticketing system. We are also heavy Slack users and share issue links via Slack in a number of ways, including the built-in JSM Slack integration.

The problem I'm having is when a non-agent clicks on one of these agent links to view an issue. Since they are not licensed, I would expect they would be redirected to the portal view of the linked issue (which is shared with them via Organization), but they are instead dropped into the portal homepage.

  1. Is this expected behavior or do I have something misconfigured?
  2. Does a JSM/Slack integration exist that shares the portal links instead of the agent links?

Thank you in advance for any help/suggestions!

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