How can I invite multiple team partners to participate in user discussions together in JSD?

[SUNMI HELP DESK]

Hello teachers, we want to conduct multi-person conversations with customers through JSD. Such as: 2 customers and 2 customer service dialogue, customers do not need to register an account. May I ask how to achieve this scenario.

[Angélica Luz]

Hello Dennis,

Thank you for reaching out to Community!

For customers to be able to view the tickets, receive notifications, and also to add comments on the portal and through email, they must have access to the ticket. With that said, they need to have an account and they must be the reporter, participant, or part of an organization.

For agents to receive notifications and to communicate with customers, they must have a service desk license (jira-servicedesk-users) and be added on the project role Agent (next-gen) or Service Desk Team (classic).

• Jira Service Desk: Agents, Customers, and Roles
• Configure a classic service desk project as an administrator
• Manage and administer next-gen service desk projects

Regards,
Angélica