Single Sign On for SaaS B to B Service Desk?

[Audra Webster]

First, our use case:

We are a Business to Business SaaS application. We want to use Service Desk as a customer support portal. The end users of our application (which are employees of numerous different companies) will need to login to service desk and create issues/requests. Ideally, we would like for these users to SSO into Service Desk since they are already logged into our application. 

However, it appears from what I can tell that you can only SSO using one of the following methods:

• gmail account: doesn't work for us because the users are corporate users and want to receive email updates at their work email address since the use of our application is a function of their job.
• users must have email from OUR registered domain: doesn't work for us because the users are our customers, not our employees.
• anonymous users: doesn't work for us because we don't want our help content or service desk support to be visible to non-customers.

Is there a solution to this problem? Does anyone have any ideas?

[H K · Accepted solution]

Hi,

our company needs a similar workflow as you described above. I also asked a question about that a few days ago and got an answer that might help you, too.

Take a look at https://community.atlassian.com/t5/Jira-questions/Automatic-login-to-JSD-customer-portal/qaq-p/677928.

[Audra Webster]

Thank you! We have the cloud version at this time, but we are exploring using the on-prem version instead due to this issue. The info about the on-prem version is helpful. 

[Audra Webster]

Our ideal workflow would be this:

1. user logs into our application
2. user sees an issue or needs help
3. user clicks on a "help" or "support" link in our application
4. Service desk opens, allowing our user to create an issue/request and view previously submitted issues/requests and/or user can search for relevant Confluence articles.