I am NOT talking about JIRA Service Desk. Which provides these features for Internal Users and seems almost deceptively geared towards them by using terms like "Customer Support Desk", "Customer Portal", and "Customer Knowledge Base", gives many people the impression of a External Support System such as Zendesk, Freshdesk, etc.

However, it seems we would have many hurdles to jump around to utilized it in and close form of this fashion.

We currently have a support team of about 75 agents, which handle 15-30k tickets a month.

They have very specific needs. Customer Login & Ticket History, Chat, Knowledgebase, Screensharing / Video cast / recording, Phone support, etc.

While a few of these can be solved via add-ons and expensive API development. The fundamental backend doesn't support this. Nor does licensing.

Our company is ready to switch off Zendesk. and I'm pushing for JIRA so our 200 employees could collaborate with support, dev, and all around product releases and customer reported bugs etc. But there are many deal breakers here.

Maybe I'm looking at it the wrong way, But as I understand it, We'd need a couple million user license to support this.

And yes I'm aware of mail handlers, etc.

Theres got to be another way?