Customer Private Email

[Mar Angelo L_ Tareno]

Is there a way to unmask the customer email, so the agent/admin role can see the email address of the requestor? without using automation?

Currently my portal is public security

[Christos Markoulatos]

Hey there @Mar Angelo L_ Tareno 

To my knowledge not at the moment. In JSM Cloud there’s no native toggle to “unmask” a customer’s email for agents. Email visibility is controlled by the customer’s own Profile & visibility setting on their Atlassian account, and Atlassian keeps it private by default for privacy/compliance reasons.

What that means in practice

• Even with a public (login‑free) portal, agents won’t automatically see the requester’s email—privacy settings still apply.
• Org/Site admins can always view emails from the admin hub (User management), but that doesn’t make the email show up for agents on the issue view.
• You can still reply to the customer from the ticket (Reply to customer). JSM will email them even if their address appears as “Private email address”.

What are your options:

1) Ask the customer to loosen their email visibility:
id.atlassian.com → Profile & visibility → Email → set to “Your organization” (or “Anyone”)
This allows agents to see it on their profile.

2) Capture a contact email explicitly:
Add a field on your request form (or use Customer & organization profiles) for a “Contact email” that’s visible to agents.

 Links to check out:

• Defaults for managed vs unmanaged accounts (why emails are often hidden):
  https://confluence.atlassian.com/cloudkb/profile-visibility-defaults-for-atlassian-accounts-1116292287.html
• Community confirmation that Jira Cloud no longer exposes emails broadly to non‑admins (security/compliance):
  https://community.atlassian.com/forums/Jira-questions/User-email-address-not-visible-under-people-profile-teams/qaq-p/2521940
• Feature request to prevent “private email addresses” (vote/watch):
  https://jira.atlassian.com/browse/JSDCLOUD-12939

 As for the feature I wouldn’t count on been implemented because I believe Atlassian gives the ability to hide the email address due to the security risk and their need to comply with things like SOC2, NIST etc.

Hope this helps