Who can comment an issue on Service Desk


I am evaluating JIRA Service Desk and I need to know if a JIRA user that is not a Service Desk agent can add internal comments.


Also it'b be great to know if the JIRA User that is not Service Desk agent is assignable. I am trying to do a project where some requests may be approved by a supervisor before done and I don't think the supervisors as "Service Desk agents".


Thank you

1 answer

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Paulo Hennig Atlassian Team Oct 30, 2015

Hello Joan,
Yes, internal users (JIRA users) can add comments, but your customers won't be possible to check it out (Just the Agents and Collaborators). 

As the assignee need to have the ability to send message to the customers and basically to handle the Service Desk tickets, it will need to be an Agent for this.

To allow our developers to ask a customer a direct question on occasion do we really have to pay $20 / month to make them 'agents'?

Or do we have to consider copy / pasting developer questions to the customer as our only option?

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