See this definition from https://confluence.atlassian.com/servicedesk/collaborator-660967501.html
Collaborators are users that occasionally assist agents with customer requests by making internal comments. For example, developers help support staff analyze a bug and add a comment that explains the cause and any workaround available.
Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues.
A collaborator consumes one JIRA user license.
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