Does the requestor in JIRA ServiceDesk needs to be a JIRA user first?

[BeckU]

This question is in reference to Atlassian Documentation: Get your customers started with JIRA Service Desk

Does the requestor in JIRA ServiceDesk (request created via email) needs to be a JIRA user first?

[Nic Brough -Adaptavist-]

Depends on what you mean by "requestor" - see https://confluence.atlassian.com/servicedesk025/setting-up-service-desk-users-754977391.html for the different types of user that you might be describing.

But, generally, yes, they need an account.  Whether it's a JIRA user account is debatable ("JIRA user" is the phrase usually used for a full JIRA account, not just a simple customer account)

[BeckU]

Thanks @Nic Brough [Adaptavist] 

When I said "requestor", what I really meant was the customer who sent email via set support email or via customer portal.

[Nic Brough -Adaptavist-]

Ah, I thought so, but I could not be sure.  Your customers will need to sign up for an account, yes.