Single Sign On for SaaS B to B Service Desk?

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?

2 answers

1 accepted

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.

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. 

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

968 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you