I'd like to submit some feedback on the Collaborator role in Service Desk. The inability to assign issues to Collaborators or allow Collaborators to log work against the ticket is serious blocker to our adopting the product. Without a change in this functionality we cannot adopt Service Desk--as much as I like the offering.
The advice proposed in the documentation is to clone tickets into another project or to mention developers to get their attention.
Cloning or duplicating issues doesn't really work for us and is only applicable to an actual bug report where multiple support issues were raised on it. Most cases that can't be resolved by an agent are escalated to a developer or PM for 2nd/3rd level review. Simply mentioning a Jira user isn't accountable enough, it needs assignable and trackable without duplicating the tickets.
Thank you for your consideration.