Coming from OTRS background, i find it bit difficult to understand how incident flow works here.
With out creating so many user accounts ( for each email that comes in), is there a way to just accept the email and consider the email sender as "reporter"
Hence, Agent updates on the incident by reply @ Jira console - if it can reach the external email of that reporter ( in this case one of the customer's engineer probably)
I would suggest you to read:
It will help you in providing an email handler for this.
You may need aditional developments if by some reason you have very specifics requirements, and they may not be covered all by this feature.
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