As the JIRA Service Desk (Server) agents are quite expensive I think about purchasing less agents, but get a JIRA core/software license that allows the 3rd level support guys to help our JSD agents.
I think and hope that it works how I imagine it:
- Customer opens ticket
- Agent works on ticket but cannot solve it
- Agent transfers ticket to 3rd level guy who has only JIRA core/software license
- 3rd level guy solves the problem and documents it in an internal comment in the ticket
- Agent gets notified about this and can solve the ticket
- Customer is happy
Is this how it could work? The guy with JIRA core/software license can see all the information in the ticket but cannot interact with the customer, right?
If so, which license does the 3rd level guy need? Is a JIRA core license enough? Or does it require a JIRA software license?