Email ticket system like JEMH for onDemand

We'd like to move to Jira onDemand from Fogbugz, but currently have our customers email support requests to us which creates a case automatically.

I know Jira can create tickets via email, but there appears to be no way to respond to customers through it or to let them review their cases without making everything public or making users for every customer.

The only way to do this in Jira I've seen is using JEMH, which doesn't support onDemand. I know Jira has their Service Desk software, but the pricing of that is impractical and exactly opposite of how every other helpdesk software is designed.

Any suggestions. Jira looks great and does everything we could ever want (and more), except this one basic thing that we really need.

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We might just go with Self-Hosted since there's so much more flexibility and we can use the JEMH plugin.

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