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