The traditional workflow of a service desk involves a customer raising a request, and an agent working with the customer to come up with a solution. This usually works in scenarios where the problem is simple and straightforward to solve. However, in many real-world situations, the problem can be complicated and may require multiple people from different teams to collaborate together in order to resolve it.

In this recipe, we will explore how to collaborate with people outside of the standard support team. Normally, you will run a single Jira instance host for both your service desk and engineering projects, so it is very easy to collaborate together in a single system. In this recipe, we will look at a more complex scenario, where the support team is using a Jira Service Desk instance, and the engineering team is using a separate Jira Software instance, and both teams are working together on resolving a customer's request.