Restricting help desk customers to organization domains

Question

Hi there,

I'm new to Jira Service Management and hopping someone can help me with this.

I want to prevent just anyone from creating new accounts in the help center.
The goal is to limit it to our client domains.

In the platform we migrated from, it was as easy as adding our clients as Organizations and checking a system wide option that would only allow new accounts from existing organizations.

I can't find anything close to it in JSM, even though it sounds like a reasonable/common scenario.

I see the option to whitelist domains under settings but that is not what I'm looking for since it can become maintain when we start reaching hundreds of domains - I don't think it was meant for that.

Any suggestions?

E_B_ · Answer

Just for reference, I end up using single sign on for customers only.
This way I can manage customers account on a separate service such as Microsoft Entra ID where I do have more granular control of who is able to sign up.

Not an answer to my question but, close enough, I think.

E_B_ · Answer

Thanks @Izabela França

The approved domains list, as I previously mentioned can become unmanageable if we are talking about several hundreds or even a few thousand organizations, some with multiple domains. That list, which I'm sure was originally created for a few entries, would end up with thousands of domains and become extremely difficult if not impossible to maintain/manage - and that is assuming it can handle it.

If we prevent customers from creating their own account, we will have to create it for them which again, leave us on a bad situation since now we have to be handling requests to add new account as new employees join our clients.

You got it right, the "approved domain" concept is exactly what we need but something that is more scalable/manageable.

Izabela França · Answer

Hello, @E_B_ ! I hope you are doing well!

When you go to Settings > Products > Customer Access you can choose settings that prevent customer from creating their own accounts or choose an option that only approved domains can access to the help center with Atlassian accounts.

Let me know if these settings met your needs. :)