How can we stop customer registering to Service Desk with "Private Email Address"?

Question

We have recently started using Jira Service Desk (We were using our own CRM earlier to create and track customer requests)

I have noticed that for some customers, their email address is not displayed and "private email address" is displayed.

The reason being- many times we need to send customers some notifications/ emails which may not be related to a service desk ticket raised by them. In absence of their email address, we will not be able to send such notifications to them.

Andy Heinzer · Accepted Answer

Hi,

I understand that you are expecting to be able to see the email address of a customer in a Jira Service Desk project, but you are unable to do this.

I believe that this is likely due to recent changes that permit users to Sign in with Apple to Atlassian sites.  There are more details about this you can read about over in our developer community https://community.developer.atlassian.com/t/users-that-use-sign-in-with-apple-may-choose-to-not-share-their-email-address/37570

If you are a developer of an app, then that page has a link where you can click to provide feedback on this.  Perhaps the product team can help support you here in this request.

Currently I do not believe there is any option here for you to be able to prevent users from choosing to hide their email address.

Cheers,

Andy