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External Messaging to MSP from JSM

HI All, 



Looking for some help with my new instance of Jira Cloud. 


Starting to rollout Jira Service Management internally to my team. We currently work with an MSP who's ticketing system is horrible, and we have no isight to reporting or anything of the sort. 


Hoping to use Jira to track all tickets internally in my organization moving forward, funnel communication from my users to the MSP through Jira, but also (and most importantly)  have the MSP email through Jira to my internal team.


Besides burning a Jira licenses and giving the MSP Service Agent account, are there any recommend "Jira Best Practices" or examples of a similar setup?


Looking to hear more from you!



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