Jira Service Management issue sharing

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

Summary

Jira Service Management allows customers and agents to collaborate by sharing tickets.

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 link 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 other as Agents:

The Jira Service Management 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 direct

User will receive the email with the URL link to access the issue via Jira. Users accessing the issue via Jira should have permission to browse the issue.

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

Updated on April 2, 2025
Platform
Cloud only
Product
Jira Service Management Cloud
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