Share work items in Jira Service Management Cloud

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Summary

Learn how to enhance collaboration in Jira Service Management by sharing tickets between customers and agents.

Solution

Customer share

Share the service request via the portal by adding customers as request participants:

Note: Customers will find other customers based on the customer sharing permission.

The user will receive an email with the URL to access the issue on the customer portal.

Customers can't be watchers, as it requires a Jira license.

Agent share

Share the issue by emailing other users, such as Agents:

The JSM issue view shows the Share issue pop-up window, where a user can share the issue with others via a direct message or by copying a link. The pop-up allows for recipient selection, adding a custom message, and sharing.

The user will receive an email with the URL to access the issue via Jira. Users accessing the issue via Jira should have permission to browse it.

For Agents, it's also possible to add them as watchers.

Updated on May 7, 2025
Platform
Cloud only
Product
Jira Service Management Cloud
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