I dont want to force them to create an account. I want to use Service Desk like Zendesk. Is that possible? Any user sends an email (connected to Jira), we receive it as a ticket and do our spiel - without the user having to create an account on Jira. Is that possible?
One shared outgoing email can't possibly work, because you don't know what customer is raising what with you. You need to be able to identify the users in some way, and an account (even a simple customer account that is created automatically and they don't have to log into if they don't want) is the cleanest way to do this.
Lutz, are you trying to eliminate the task of the Account Manager such that the emails come directly from customer into JSD? If not, and you want/can retain the role then why not have the account manager forward filtered emails to JSD. In that way the Account Manger will be the reporter and can have an account in JSD. That has the added benefit of having him/her responsible for their account.
There is a feature request open that likely covers your request that you may wish to up vote. https://jira.atlassian.com/browse/JSD-1708
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