We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

When a user posts a comment in JIRA, an equivalent account is created in Freshdesk with one's JIRA email and the note is added to the Freshdesk ticket. 

If the email address of the user is hidden in JIRA settings, the JIRA integration in your helpdesk will not be able to fetch it, and so a generic one will be used.