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Difference between clients

Supervisor Sistemas

I have a ticketing project where my users access a portal to create tickets or send emails. I don't understand why some have an associated email address and others don't. Or why some are invited and others aren't? I'd like everyone to have an email address because I use it for other integrations. I can't attach it, but some clients give me their email and it says "invited," while others appear with a private email address and don't say anything about an invitation. Thanks.

Accepted answers

Matteo Vecchiato

Hi @Supervisor Sistemas ,

Thank you for your post.

It is not possible to have a user account without e-mail address. Is your customers using the same dummy e-mail address several time?

You could find info about customer account type in this article: https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

Hope it helps

All comments

Matteo Vecchiato

Hi @Supervisor Sistemas ,

Thank you for your post.

It is not possible to have a user account without e-mail address. Is your customers using the same dummy e-mail address several time?

You could find info about customer account type in this article: https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

Hope it helps

Marc -Devoteam-

Hi @Supervisor Sistemas

Can you provide some more context on screenshots?

Supervisor Sistemas

Hello, I enabled the ticket portal for my users. Instead of sending emails, they have a portal to create tickets. For some reason I don't understand, some users appear one way (with an email address) and others don't. I don't understand why they were created differently and how I can see their email addresses or create them so they have an associated email address.
The screenshots are from my client lists; some appear one way and others another.
Thank you. Captura de pantalla 2026-06-05 224343.png

Matteo Vecchiato

Hi @Supervisor Sistemas ,

This thread explains the behaviour, it is a personal account configuration: https://community.atlassian.com/forums/Jira-Service-Management/Why-some-of-our-Customers-are-showing-quot-private-email-address/qaq-p/2940804

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