tell me, I want to use jira as an external service desk, respectively so many users create applications ... how to make that external user wrote a letter to the post office, ticket machine will, but the user does not create? but the answers to the post, he will receive the ticket? question tangent licensing now bought fat for 10 people and 3 Service Desk
I believe you are looking for the Service Desk permissions scheme: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+permissions
As well as how to configure the e-mail so you can create/update tickets through it:
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