Customers not appearing in the "Reporter" field on the agent view

[Mert AGACBICER]

In our Jira Service Management projects, customer users defined under the “Customers” section do not appear in the Reporter field on the agent screen.

Only licensed Jira users (agents/admins/internal users) are listed in this field. When customers create requests through the portal, the system automatically assigns them as the reporter, but agents are unable to manually select a customer as the reporter from within the Jira interface.

In some cases, we need to manually create tickets on behalf of customers from the agent side, and during this process we need to change the reporter to the actual customer. However, since customer users do not appear in the Reporter field, we are unable to do so.

This issue seems to stem from the fact that the Reporter field only queries the Jira User Directory, while portal customers (unlicensed users) are not part of that directory.

We would like to request clarification or guidance on the following points:

Is there an official or supported way to make customer users selectable in the Reporter field on the agent view?

If this is not directly possible, is there any Atlassian-recommended configuration (e.g., permission, field mapping, or global access setting) to change this behavior in Jira Cloud?

Additionally, this limitation is making our ticket management and reporting processes more difficult.