What is the advantage of sharing issues with a Customer Organization in Jira Service Desk?

[Jason Gorman]

I'm a newbie and some Jira concepts are proving to be a challenge for me. The idea of allowing Customers to share their service or issue request with their Organization in the Jira Service Desk is one I don't understand.  This apparently happens when Organizations are used in project Customers and shows up in the portal issue creation screen...

From the point of view of a help desk, there does not seem to be any value to having a Customer broadcast their service request to their larger working group.  It almost seems like unsolicited email.  Making them choose to not share seems like an extra step most people would rather skip.

I'm wondering if any more experienced hands see the value in this feature.  Thanks.

[Kat Warner · Accepted solution]

Some of our customers like this feature as it means anyone in the Organisation group has visibility of the requests raised by others. They do not need to add other request participants, and when the team changes this only needs to be updated in the organisation to apply to all past and present tickets.