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.
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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