Why some of our Customers are showing "private email address"

[Ruchi]

Has anyone noticed recently that for some of the customers will show 

"private email address" under their name and what impact it will have ?

[Aaron Pavez _ServiceRocket_ · Accepted solution]

Hi @Ruchi 

Each customer can choose to hide their emails. They can do it from manage account:

https://id.atlassian.com/manage-profile/profile-and-visibility

At the end of the page they can choose to hide their emails.

You can check this too under JSM -> customers -> it says private email.

> under their name and what impact it will have ?

There is no impact on opening tickets or anything. is just a way to hide the email.

regards

[Tommy Craft]

"There is no impact" is so very, very wrong. It has huge implications for service desks that allow email submissions because we have no idea who is emailing us. I can understand this *might* be more secure for the users, but it is a massive security hole for us as an organization.

Whatever committee thought this was a good idea clearly doesn't actually do any service desk work themselves. The lack of a setting at our org side to force emails to be visible is even more shocking.

[Diana C]

I fully agree with Tommy's entire statement. By allowing JSM customers to hide their email address, Atlassian has introduced a big confusion point as it is now challenging to tell if a person is internal vs external, especially in cases where JSM Organizations are not heavily used. JSM Agents should be able to see the email address for reporters on all JSM tickets. Full stop.

[Marc Velez]

No impact? Based on what? I get that privacy is all the buzz right now but this is absurd. Another case where a vendor considers a very broad use case and imposes their will and superfans praise them without trying to understand the impact.

How about putting control back into the hands of.... you know.... the people who pay for these services? Give us a toggle switch that requires people to allow their email address to be visible on tickets they open to our instance, or they cannot get access. A balanced and measured approach is ALWAYS preferred to know it all vendors imposing their will on their paying customers!

[Ruchi]

Thank you Guys @Joseph Chung Yin  and @Aaron Pavez _ServiceRocket_ 

[Joseph Chung Yin]

@Ruchi 

In addition to what Aaron stated, your customers (they themselves control the email address associated to their accounts).

There should not be any impact,  and here is an additional reference link on updating account's profile mgmt - 

https://support.atlassian.com/atlassian-account/docs/update-your-profile-and-visibility-settings/

Hope this also helps.

Best, Joseph Chung Yin