Do I need JIRA core or JIRA software to add "light-agents" to my JIRA Service Desk?

servicedesk
jsd
license

#1

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?


#2

Yes, a JIRA Core license for anyone not directly engaged with the customer should be enough.