Collaborators are Jira users who are not part of your support team (not agents), but have expert knowledge and understanding in the domain area that can assist agents in diagnosing and solving customer requests. In Jira Service Desk, collaborators are users in the Service Desk Team project role, but not in the jira-servicedesk-users group, and adding a user as a collaborator is an easy way to grant that user access to your service desk project. Collaborators do not consume Jira Service Desk licenses.

To add a collaborator to your service desk, follow these steps:

1. Browse to the project administrator page for the service desk you want to add a collaborator to.
2. Select the Users and roles option from the left-hand panel.
3. Click on the Add users to a role link.
4. Search and select the users to add, choose the Service Desk Team role, and click on the Add button.

When making a user a collaborator, you are simply granting permission for the user access to your service desk, so they can view, comment, and add attachments to the request.