welcome to the community.
An out of the box solution would be to have a look at Jira Service Management to have a full fledged solution, alternatively there are also 3party apps available like https://marketplace.atlassian.com/apps/1212224/helpdesk-for-jira-customer-portal-sla?hosting=datacenter&tab=overview
Generally speaking if you are willing to grant the users access to your jira instance (which does consume licenses) you could set up a new project (and these users will only get access to this one) and adjust your create/view screens accordingly.
Hope that helps
All the best
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