Hello and welcome to the forum 🙂
In general, you´d license concurrent access. So if 5 people need to access the system at the same time, 5 licenses are enough - even if more people need to use it in total.
In addition, for every 1 user license you get another 3 limited user licenses on top. Limited users can only have 1 role, but this is enough for requesting tickets for themselves. That would work for end users. If your team leads need to create tickets for other people, 1 role could still be enough - but as soon as you want to use more apps or do more things, they might need more roles and do not count as limited users anymore.
We can provide test licenses, if you want to try out features or see, how many licenses you would need in daily business. Just get in touch with your contact details, if you are interested 🙂
