In case you are using our add-in with a Jira Service Management project, agents have the possibility to raise new issues on behalf of other users. In case the user (sender of the email) does not exist as a customer user yet, Jira will create it automatically. This is not a paid, licensed user, but a JSM customer user.
This is how it will look like in Outlook, the “new” indicating that a new customer user will be created by Jira.
For more details, please see the full article for this feature.