How to get customers into the Service Desk portal without them having to enter an email address

[Tony Dyson]

We are going live soon with our new Service Desk portal and want to make sure our customers have a smooth experience logging in and raising tickets. We have set up an Azure AD group which customers will belong to to allow access, and tried this out on a small number of "test" customers.

What's happening is that when the customer logs in for the first time they have to enter an email address, click "continue with Atlassian account", fill in a quick quiz and then they are in. This is fine, but on subsequent visits to the portal, say the next day, they are still being asked to enter their email address. Why is this? Ideally after initial sign-up, customers should get straight in without having to enter anything.

Thanks in advance for any help/advice!

Tony

[Tony Dyson · Accepted solution]

I raised this with Atlassian support - it appears that users will always have to enter their email address with SSO, and there's no getting around it. It's a couple of extra clicks for the first logon of the day, so I hope users get used to it!

[Rudy Holtkamp]

Hi @Tony Dyson ,

Do have setup SSO with Atlassian Access? Otherwise this is not going to work.

[Tony Dyson]

Yes, sorry - we have set up SSO, so that anyone in the Atlassian Jira Rollout Azure AD group is allowed access to the service desk.