Currently, there is no option to manage Customer Service Management (CSM) in the app request settings for Shadow IT controls.

This gap exists for other free Atlassian apps as well, such as Loom, Compass, and Jira Product Discovery (JPD). Users from enterprise’s claimed domain can freely subscribe to these apps without going through our established approval process. These apps are prominently advertised, integrated by default (e.g., Compass components in Jira projects), and cannot be disabled or restricted by admins. This lack of control makes it difficult to prevent unauthorized app creation and manage app sprawl.

This suggestion for providing app request settings and admin controls for all apps—free or paid—to ensure proper governance and oversight.

reference document : https://support.atlassian.com/organization-administration/docs/how-to-work-with-admins-of-discovered-products/