Hi @David Meredith,
Your question goes a bit beyond a simple question / answer dynamic, I'm afraid. But a good way to look at things is from the angle of planned versus unplanned work.
Everything your customers are asking or reporting (incidents, changes, service requests, ...) is - at least initially - unplanned work. It is a good thing that you have your service teams take care of that, as the core activity they usually do is manage this queue of incoming, unplanned requests. It is their main task to keep customers happy by trying to resolve issues as soon and good as possible or by keeping them informed.
Development teams plan their work. It is a well investigated fact that unplanned interrupts have a very negative impact on the speed (and even quality) of delivery of those teams. Working in sprints helps such teams focus on work that has been committed to.
But indeed, unplanned incidents or change requests sometimes need to be tackled by that development team. And as you mention in your post, your organisation too has mechanisms in place to convert the unplanned requests from the service desk into things that can be investigated, prepared and scheduled for the development team.
The main thing to keep in mind is indeed the line of communication to your end user. He/she will never be able to see the details of the tickets that are being tracked internally by the development team. So communication to the end user ideally goes through the initial service desk ticket.
The level of information that can / should be communicated to the user is status and timing. As long as that information is passed on through the service desk ticket, you're good.
Issue linking can be a critical key in connecting things together. By connecting the JSM ticket to the issues the development teams are working on, visibility can be created across your teams.
Finally, there is the matter of exchanging information the other way. I am referring to your question about obtaining more information from your end user. Just 2 small things on that: if there is something unclear about an incident the user reported, just ask for more details through the Service Desk ticket. That is a role that can be perfectly filled by your service team and incorporated in the assessment process during ticket intake. If you really need to discuss things about a bigger change and your need to speak with one another, just do so. Pick up the phone, schedule a meeting, have a pizza together; it is not because there is a service desk ticket that you can no longer talk to one another the way you would do otherwise.
Hope this is helpful!
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