I cannot see the option on a ticket to add a collaborator? Can you tell me where this is?

[heather.meadows]

I cannot see the option on a ticket to add a collaborator? Can you tell me where this is?

[Deleted user · Accepted solution]

Hi @heather.meadows - You probably already know that Collaborators are

- Jira users who are not licensed JSD agents

- they can leave internal comments on JSD tickets to assist JSD agents to resolve a ticket

- their comments aren't visible to customers

- they are members of the 'Service Desk Team' role of your Service Desk project

You are able to add a Jira user as a collaborator by going to Project settings and adding this user to the 'Service Desk Team' role under Users and Roles. And the way you bring a collaborator's attention to a JSD ticket is by @ mentioning them. So, collaborators are associated with tickets at a project level. Not sure if this is the kind of information you are looking for. 

Hope this helps!

[heather.meadows]

Thank you so much for this - I was actually looking for the option to add a collaborator in the ticket - I didn't realise this was now a Participant and the @mention would bring them in.  

Thank you