Which type of user can fill in a request in Jira Service Desk?

[Anne-Marie]

For Log in an incident in Jira Service Desk, does the person need to be an agent (paid user)? 

[Max Foerster - K15t]

Hi Anne-Marie,

you don't have to be an agent for this. A being "customer" is enough to create a request in the customer portal, depending on your setup this can mean with or without logging in. Have a look at the "customer permissions" and the permission scheme of a service desk project to get a hang of it (doc: Managing access to your service desk).

Best, Max