Is there any recent progress on the status of this request? This is causing a lot of confusion for our internal account managers as well as external customers who are trying to self-serve.  Any updates on resolution would be greatly appreciated. 

Thanks

Hi Jairo,

I totally agree with ea582e71db54, my experience with different clients is not really confusion of Raise this request on behalf of but rather the Email confirmation field in anonymous login, so please either change the summary back or include it in the ticket's Summary/Description.

Thanks

Hi da0d46984ddc, saw that you changed the summary and description... it should probably list that we would like to change both the Raise this request on behalf of and Email confirmation to labels. It shows the latter for a login-free portal request and that is actually the one that is most confusing. Those login-free customers put other people's email addresses in that field all of the time (many customers think that they should put the company's support email in there or add different people to their request and they do not realize it is asking for their own contact information.

I would say to either revert your changes or just add the Raise... field as another label that should have the ability to be changed. They are both linked to the Reporter field, but Email confirmation to... is the bigger problem. Thanks!

Another super obvious thing that has been left out of the customer portal. One day it will be useful for customers.

Users are trying to enter the email of a support agent instead of their own email. this needs to be customizable like every other field. cant believe its been this long.

Our users don't understand that field !!!

(n)Does Atlassian really care about this? 3 years have passed and I don't see any progress with the upvotes.

Our customers have trouble to understand this field, too, and we would love to change the field so it's more understandable.

Would love to be able to not only rename this field but also move it to wherever I want in my own request form, like mapping a Summary/description field from a request form to a Jira field. If my form already has a field that maps to the email address, then it shouldn't show the default system one.

We would appreciate this feature.

I agree with the other members that commented, please allow us to rename this field, or please change the description to something that is easier for customers to understand. Thanks

This field is causing confusion. Can it be updated to allow to edit this field please?

Please change the name of this field or allow us to customize. 

Our end customers are sometimes entering our employees' email address because they think this field is to let them know that they created a request. I can totally see why they get confused.

Naming it "Your email address" or something similar would be so much clearer.

Would be nice to edit the translation and/or move the field.

The ability to rename this field, to move it to a different location, and/or to sync it with an existing required email address field in a form are key, and I'm very surprised they do not exist yet. Please consider this, Jira team. It creates a lot of potential user confusion!

this suggestion was created 5 years back. Can we expect some update whether it is at all being considered or not?

We need to be able to edit this.

We have the same issue... really annoying

This field is causing confusion for some of my users. They think they're supposed to enter my email address, not theirs. Please give us the ability to rename "Email confirmation to" to something less ambiguous.

Also, this field is later translated to 'Reporter' field in the ticket. If I type an existing user email (while I am not logged in! Annonymously), the ticket will be created ON BEHALF OF THAT USER. Without any warning or even a trace in the history! Anyone can create the ticket as a named existing user (and, given that our workflow allows to skip approval phase for some users  - everyone can skip the approval by just providing an email of the Approver, because automation checks for Reporter). Incredible. 

Looks like we still can't change the field name. Is there a way to add a new field called something like "Requester Name" or "Name" before the "Email confirmation to" field?

It'll be less confusing for the requester if the name field is before the email field.

Hi! Is this even being considered? I'm working on some Jira service management updates for non-english speakers and since those are anonymous requests that field is causing confusion. Any update or at least a plan would be truly appreciated.

Thanks! 

Hey ! This field is very confusing for some users ... We should be able to modify or at least to translate this field.

Check back in 4 more years

Any update on this?

In our situation, we cant have the field 'annonomys' - we need a person to respond to that is case managing the customers issue. 

But some of our agents are using in the 'customers email address' in this field and all our interal comms are then sent direct to the customer.  We also would like this field to be edited - its causing confusion with team members

Agree on that. This would be a good feature.

This is frustrating... Some of our users are using this "confirmation e-mail" field as an address, so they are putting there support@domain.com or info@domain.com and then new ticket is created under this non-existed support@domain.com address. It would be very nice to be able to remove/rename/add description for this field. Guys, please, at least give us possibility to add description?

Our work around is having the user log-out and then changing the portal permissions to allow 'anyone' to submit a ticket which would achieve the 'anonymous' feature that is desired. I am not excited about altering the permissions however this is the best work around to date until @Atlassian can sort it out on their end.

We are in the need of a really anonymous way to raise tickets, for users that need to raise anonymous claims, like ethics violations, anti-bribery, and so on.

Adding an e-mail or any other field that can give information of the user, will keep them from making this claims

Same here - I commented in the related thread already (https://jira.atlassian.com/browse/JSDCLOUD-6133), but if simple steps like this get shelved for so long, I worry that there may be some real issue in the code base which would make it a risk to base larger roll-outs on?

Some elements in Jira are so inflexible, and it is just weird.

I agree. Currently looking to integrate Jira, this is a feature I would like implemented. 

From what I can see this issue has been around since 2018 is there NO movement on this yet?
Even if I could just MOVE the field in the request form view that would be an improvement! 

Here is an example of why this is important: We have thousands of internal customers who can sign in to the customer portal, but we allow unauthenticated tickets because we also have thousands of external customers and we don't want any barriers to submitting a request. Our internal customers (employees) have proxy addresses (FirstName.LastName@) but those are just proxy addresses. Their primary email address that they send from is a different format (username@). Most of the time employees enter their proxy address when they submit a ticket, which means that if they ever reply to a comment on that ticket it will generate a new ticket based on their primary email address. We try to fix tickets as they come in by changing the reporter to the primary email address, but this is tedious. It would be so much easier if we could modify the field to tell employees to use their primary email address and never their proxy address. As you can imagine an employee's ticket history may be divided between their primary and proxy addresses, since those are two separate customer accounts in Jira. 

Vote +

Everyone's points are 100% valid. DAY ONE of this in Practice - Confusion.... 

The working used for this field is a little confusing to some users. This would help us out a ton if we could rename it. 

This needs to be picked up as the way the "Email confirmation to" is phrased really presents confusion to requesters. Admins should be able to tweak the label shown to anonymous requesters and provide a description (just like any other fields). 

This is absurd that they need to provide an email for an anon submission.

 Admins should be able to rename or disable this field.

The text '"Email confirmation to"' is a little oblique to some, new or occasional users, and raises more questions than it answers, including

Whose, email? The reporters, or the email to whom I wish to pass this ticket on to, etc

This text should be editable to allow admins to customise the text to provide more context on why the portal is asking for an email and whose email address.

 Clearly, Admins KNOW why we are asking for the reporter's mail, reporter's will not necessarily : ' Email confirmation to' does not provide sufficient explanation,.

Please allow customisation of this text field or a text box below,where admins can provide extra context description to this field  to explain to customers what we are asking of them and why.

I'm upvoting this to be able to rename it, at the least.  It is creating confusion for our requesters resulting in missed notifications and added work on the Admin side.

Upvoting this as well. The field can be very confusing and can cause requesters to miss automated notifications regarding their ticket, as a result of an incorrect input. Please make the field editable.

Hi,

Upvote to be able to rename it.

Upvote to be able to rename it at least.

Our customers get confused, and often enter the email address of an internal staff member for this field.  It would be better labelled 'What is your email address'

I can only agree with what is being commented here. It is really hard to believe that such a great product can be marred by something so simple. We set up the forms meticulously in multiple languages only to realize that this line cannot even be translated?!? The description of the ticket should probably also be expanded to:

• delete field completely
• rename field
• translate field
• change position of field in form
• also show it to users that are logged in so that it is seen in most testing cases

This is seemingly another very easy thing to implement, that just keeps getting ignored.
It is very confusing to the person submitting the form
Pls make this field editable

Very surprised to see you can't edit this. I just fully configured a service desk to what i need and this one line makes it confusing.

Any updates on this?

Has there been any movement on this? This one item is keeping me from using service desk as well.  The wording doesn't make any sense, and there's no way to adjust it, this sounds like such an oversight I can't even believe that it's been a year without any comments from the Jira team.

Please let us adjust the wording at least!!!

This one hideous line is what is keeping me from using this service desk.  It would literally take 1 second to at least make this grammatically correct, and about an hour of coding to make it changeable by an admin.    It looks like this has been an ongoing issue for over 2 years, and still not fixed?  I cannot use a software where these mistakes are overlooked, not to mention, that it would make me look incompetent to the people whom I give support.  This one thing made me choose another software.  What a shame.   

Upvoting! We at least need to be able to include field help instructions for this to offer clarity on what this means

Upvoting this since we can't even add a "field help" description for clarification on this.  This is very confusing text.  

Would be great, if we can atleast rename it.

Need to customize this field ,looking for update.

Please add the ability to customize this field!