Hey, it a quite an odd situation here...
An agent looking at the ticket inside the Service project with a link like https://company.atlassian.net/browse/NAME-82 raised by a customer.
This customer is a part of the organization and the ticket is shared with that organization.
Then agent willing to share a link to customers from this organization via mail or chat they don't have access to it. Because that link will work only for agents (paid JSM users) while customers got their own links in Help Center like this:
(I was able to get 2nd (correct) link only after adding that agent as a customer to that organization and only after going to that Help Center as a customer).
There is no other way how an agent could get a link to a ticket he is looking at so the customer could open it too? During a video call, it's quite handy!
If you have already using organizations and set the Request Type correctly, the customers should be able to access their tickets in the customer portal under the My Requests menu.
Also kindly go through the below post to understand the behaviour of grouping customers into organizations.
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