Hi Jessica,
While Service Desk cannot trigger for anyone other than your company's technicians, there may be a workaround you can try: Create a forwarding rule while at the same time carbon copying your own clients on the trigger notification, which would then need to send over to the SD service address ----- which will automatically recognize the copied parties, and create the incident with those people on the watchlist.
Ash is a member of the LastPass Community Care Team.
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