I would like to disable the use of the domains field on my organizations. We have found that in some cases we have users that end up in an organization that shouldn't be or we have organizations that have a domain added to them due to an associated line of business that shares a domain name with one of our customers under a parent organization. In addition, we find that sometimes we have a consultant or partner who is representing an organization will sometimes need access and provide their own domain name which can conflict with other organizations. As the intent with domains is to have one domain per organization - this doesn't work in scenarios where we may have more than one organization that uses the same domain.
We have found that we can hide the domains field from the Organization profile using the Zendesk Apps Framework, but this doesn't allow us to hide the option to add a domain on organization creation which is where domains are most likely to be added.
Once a domain is added, users are automatically added to the organization. This doesn't seem to be true for all users that share that domain as we've seen that some users get pulled over and others don't. I haven't been able to pinpoint just why this works the way it does - but it feels like it is already not doing what is intended of the feature.
If we try to remove the domain from the domains field - some of those users are automatically removed. This is problematic as we have several domains where we want to remove the domains, but we don't want to remove that membership. I tried checking memberships via the Zendesk API to see if there was a flag or some sort that indicated if a membership was due to the domain or due to an explicit membership - but there was no different between a user that was added via domain or manually. I ran several tests where I created users in both ways and added and removed the domain on my organization. Some users would remove while others would not (once again, I have no idea what the logic was on why some would fall off while others stayed).
What I would like to see are the following:
- An option to disable the domains field (I'm aware that I can disable organization editing - but this feature is already too broad and should be granulized on it's own)
- A fix to domain organization mapping - if the domains field is meant to actually map emails based on their domain name, it should reliably add/remove them when the domain is on/off the organization
- An option to add exceptions to a user or organizational profile to allow for exceptions to domain mapping.This might be [create only / don't remove], or [create and remove] type logic on an organization or it might be an API flag on the membership to indicate that a user should explicitly belong to an organization in the event the domain field is not populated so they aren't removed from their organization.
Please sign in to leave a comment.