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Option to Disable / Exempt Domains feature for Organization Profiles
Posted Nov 25, 2019
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.
16
8 comments
Official
James Hanley
Hey folks, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes, I've also added it to our backlog tool to ensure it continue to be evaluated with respect to other feature requests. I've identified this other post as very similar in nature and have linked to two in our backlog.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
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Thomas D'Hoe
This should be great! Upvoted!
2
Tim Bertens
Yes, this is the most important feature missing in Zendesk for us. To elaborate: we have the use case where thousands of companies need to be supported, but in a pretty volatile market (building industry). Very often temporary companies are created, companies stop and their activities are taken over by other companies, etc. At this moment the ERP facilitates this by making companies inactive, but since they are provisioned to Zendesk we are often confronted with emails being linked to the wrong (being inactive) company.
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Sara Ledger
+1
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Bradley Emery
Our Company has had multiple issues with this "Domains" field being accidentally updated with a common domain such as "gmail.com" or "yahoo.com". This has caused hundreds (and in more recent cases thousands) of users being erroneously detached from their correct organization and associated with the updated organization.
There is no confirmation or explanation of what is going to occur when you add the "Domains" field in an organization and creating a new organization directly from a user or ticket view will automatically fill the "Domains" field with their email domain. If it is not caught and the user is created, this creates a massive data issue for our company, generating hundred of needless work hours to correct.
Having the ability to disable the "Domains" field for Organizations would be extremely helpful and a huge time saver for our company.
3
Stephen
This needs far more attention. My company Zendesk instance has over 40000 organizations and hundreds of thousands of users. Every few months a "domain" gets added to a random organization and results in a massive disruption to reporting.
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Amber Lockhart
This really needs more attention as the above client wrote. This is critical for our workflow and it is causing a lot of problems. Many of our clients use emails with the same domain yet they are different organizations. We cannot keep emailing the wrong person because an organization gets attached to the wrong people. Please make this a priority - it seems like a fairly simple ask.
1
Sana Stephens
Its unfortunate this is set to not planned, especially with the new EAP on creating branded spaces on the support side. That is our use case, we have organizations that are in different brands and today the only way to can manage it is very manual and no allowing but a small number of people the ability to create organizations because we CAN'T stop the domain from being added automatically. Our clients are banks and financial firms that have internal walls between different teams so we have to keep the users separate so 1 they can't see other tickets from groups outside their Organization and 2. content in the support portal is also siloed.
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