We’re using Jira Service Desk Cloud as our company’s IT Helpdesk. Our internal support team handles about 80% of our requests, while around 20% are sent to third parties that are using different service desk solutions. I suppose this is common for a lot of us.
For the first few months we tried out Email This Issue plugin, but with several problems, for example with email replies turning into new issues, we decided to close the subscription after some dialog with their support team and no proper resolution.
Since then, we’ve only been using Request Participants when emailing issues to different partners. This is not quite optimal for several reasons:
Lastly it is my impression that the request participants feature in JSD, is designed for Customers of the Service Desk, and for this use it works great.
We’ve considered Plugins like Exalate, but as it is limited to quite a few systems it would only work with very few of our partners
I’m curious to know how other cloud customers out there work with their partners in JSD, I’d be very happy to hear your best practices!