I'd like to port over from zendesk but can't seem to get Jira to do what I need. Some of my customers would rather be texted with their ticket but it seems like you can only add a ticket or customer with an email?
Welcome to community! Adding customers on JSM requires an email address as a form of user identification. There's no way to add a customer without associating it to an email address. I believe zendesk also requires an email address when creating a customer account. So if you would like a way to text the customer's their ticket rather than send them an email, you should probably look into a custom application from Atlassian marketplace or a custom integration. However take note that in all scenarios an email address is required for user creation / addition.
As of now, it is not possible to create a customer in Jira Service Management without an email.
This feature request has been requested in past and is already tracked here:
If you want, you can vote for it.
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