I think you can also take a look at Customer Case.
This add-on for JIRA Cloud allows you to use two communication channels - email and web-interface for submitting tickets and issues. Your customers can send their problems and replies to the specific emails, and these emails will be converted into tickets or comments. It doesn't require any license for agents, and works with generic user accounts.
If you have any questions, feel free to contact me at firstname.lastname@example.org.
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