Agent is an employee who manages ideas and tickets, replies to customers and updates status of the requested ideas and support tickets.

• 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.

See the next sections for information on how to deal with ideas and tickets in JIRA Cloud and Customer Case: