We would like to use JSM as a call centre ticketing tool, where the mobile number is the user identifier.

This is a showstopper for utilising JSM as a call centre ticketing tool if the call centre works primarily from the users phone number and not from an email. Changing this to allow a mobile number would open a huge market. Currently, in my experience, tools like FreshService are creeping in from the top end (L1 call centre and customer service end) and then making their way down to the IT Support and Engineering teams, enabling Jira from Level 1 to 3 would prevent this an allow us to utilise a common tool end to end. Cheers 

This is a terrible restriction.  Atlassian needs to consider how different business types are structured.

We have upward of a thousand workers in our facility.  These workers need to be customers to create a service desk ticket, but none of them will ever have an email address. We do not give floor workers email addresses, but want them to be able to create tickets.  

This is a major problem for us with Jira Service Desk.

I'm sad to see this issue has been with Atlassian for almost 2 years without traction... it is an absurd restriction that greatly limits how their paying customers can implement their product.

What we want to achieve is in-app support. I.e., a support channel on our app, like e.g. http://www.helpstack.io/.

As we are don't want and aren't allowed to identify/deanonymize the app user itself via e-mail, we want to use our in-app generated device ID. Also the app user shouldn't bother with a login/password. So, our app will have generic credentials to act as the specific "device user".

If each device would need to have an extra e-mail address, that wouldn't scale well. To automate the signup process would be an unnecessary hassle.

So, customer without email address is the first step. Customer portal access without email login the second one.

Copied from my support request.