In my company, we are creating a lot of accounts in JIRA in order users can create new tickets; do we really need to do this? or simply, I just need to direct end users to a website to create new ticket? or can they send an email to create a new ticket?

it seems that I am creating a lot of JIRA accounts for these users that the only thing they do is reporting problems; then the agents respond to the users with a solution (i beleive that can be handle via email)

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Sounds like what you need is JIRA Service Desk. It uses an agent based licensing scheme.

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Sounds like what you need for me is an JIRA Issue Collector

https://confluence.atlassian.com/display/JIRA/Using+the+Issue+Collector

 

Depending on your setup/choice, you just need 1 account (at least) for an Issue Collector.

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