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I request help on a couple of items here:
For question number one you would need to set up issue security. https://confluence.atlassian.com/servicedeskcloud/configuring-issue-level-security-1097176572.html
For number two you can only have one incoming email address per service management project.
I would suggest building out your portal and having customers submit their issues there. This will also allow you to set the issue security when the issue is submitted.
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