Agent is an employee who manages ideas and tickets, replies to customers and updates status of the requested ideas and support tickets. It is a user counted towards your Jira licenseA support agent is a user counted towards a Jira license. They have access to all issues and ideas submitted by customers. They manage requests, reply to customers, and update the status of the requested issues.
- Idea is a feature request from your customers or users of your products and services. An idea usually contains description of a new feature or improvement that the user wants to have. Ideas are collected on feedback forums.
- Ticket is an issue report from your customers or users of your products and services. A ticket usually contains description of some issue that the user encountered while using your product or service. Supports tickets are submitted on support forums.