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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 license. 

  • 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.

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