How can I add a 3rd party contractor who will work with agents but not directly with customer? Do I need additonal license for such a user?
How do I define a 3rd party entity (Company) and their users as a team member on a project / Service Management portal?
@Syed Mustafa, they will have to be licensed as a software user or a core user at the very least. Then, they can be added to the project role Service Desk Team.
If you do that, they will be able to collaborate with agents. They can perform the actions outlined here such as viewing comments, leaving internal comments, add attachments, ect.
If they need to be assigned to a ticket, edit the ticket, or other itmes like that, they'd need to be licensed as a Service Desk agent.
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