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Decreasing the amount of agents within Support

Nikhil Mohanty
Nikhil Mohanty Nov 09, 2023

Hello,

Our team has grown and we no longer want everyone to participate in the Jira Service management project. 

 

I want the developers to still be able to reply to customers but I want the tickets from two different projects either operate in tandem or I need to figure out some solution to minimize the amount of users we have in the tickets and allow for the developers still reply to customers but not be within the portal of Jira Service Management.

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Kian Stack Mumo Systems
Kian Stack Mumo Systems
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Nov 09, 2023

@Nikhil Mohanty, 

 

To respond to customers, your developers would need to be agents.. There are two other options you could potentially explore.

 

  1. The agents could be pulled in as collaborators, but they wouldn't be able to respond directly to customers. They could only add internal comments.
  2. The agents could be added as request participants to tickets where they are needed and talk with the customers that way.
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