They've been renamed and have different behaviours in later versions of Service Desk (including Cloud). See https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html and look for the section "Involve JIRA Software or Core users"
Nic, I had run across this earlier but there seems to be a broken link on that page. If you look at the section on Manage Agents at the end there is a "Learn more" link it doesn't resolve to a new page. I haven't spent any time to investigate this further. When I originally set up collaborators (licensed JSW users) I simply created a group (JSD-observers) and set permissions for Browse, comment, etc. Again, i need to go back and do more research on this but what I have is working for now.
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