A key problem with current Zendesk SSO functionality is that once is enabled it is mandated. We want to enable it but not mandate it. A further enhancement would be the ability to configure/enable it at an organisation level, not just for agents and/or end users. If we had this we could offer our clients the option of using their own SSO solution.
Ideally I'd like Zendesk to work in the same way as Genesys PureCloud does. I.e. users are not automatically directed to our SSO portal. If they enter via PureCloud they are presented with the PureCloud login screen and at the bottom of that they have to option to login with one of the configured SSO solutions, in our case this is OneLogin. When they do that they are directed to our portal, but they always have the option to use their PureCloud username/pwd or one of the other SSO solutions. If they use our portal as the entry point then our SAML config transparently logs them in to PureCloud.
My key reason for wanting this operating model is that we cannot have all of our Zendesk users configured in our SSO solution and your current model requires this. The "Staff members" and "End users" groupings don't work for us as many of our staff are end users not agents.
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