How can I make collaborator comments visible to customers?

[Peter Straub]

Collaborators currently can make only internal comments.

I'd like to make it an option to a collaborator whether his/her comment is visible only internally or visible for customers too.

Is there a way how to enable this functionality?

[Jaime S · Accepted solution]

Hi, Peter.

The only way to do that is to make the collaborator an Agent. The collaborators limited permissions are exactly what makes it not consume a Service Desk license and permissions are overridden by SD.

You can see in the documentation, that they can only comment internally.

I hope it was helpful.

Kind regards,
Jaime Kirch da Silveira
Atlassian Cloud Support