Zendesk autopopulates major domains such as outlook.com in the New organization creation screen
To my fellow Zendesk users, I must say I am very disappointed in a particular Zendesk behavior, and also with the Product Management response. Please let me know if you agree:
Problem: Zendesk auto populates major domains such as outlook.com in the New organization creation screen, which adds all users of that domain automatically to the newly created organization.
PM Response: Unfortunately, this is working as intended. However we hear you and we recognize this can be painful at times.
Here are the details:
I have reported this several times, and it's still a problem.
Again today, I was creating a new organization for a User that has an email that ends in @outlook.com.
When I took steps to create the Organization in Zendesk, I was prompted with the following screen:
Email domains: outlook.com
Users from these domains will be added to the organization.
Notice that outlook.com was added AUTOMATICALLY to the Email domains field. When this happens, if you just click "Save", then all users with an email address ending in outlook.com are AUTOMATICALLY added to that new organization.
My position is that Zendesk should NEVER auto-populate a massive, public email domain like outlook.com, gmail.com, hotmail.com, etc. when creating a new organization.
It creates WAY too much opportunity for user error when creating an organization, by adding all users of the PUBLIC EMAIL DOMAIN to the newly created Organization.
Zendesk should automatically filter specific, public email domains (like gmail.com, outlook.com, hotmail.com etc.) out of the Email domains field when creating organizations. They could easily create a list of domains to "exclude" from the New organization Email domains field from being auto-populated in that field. The list should start with the following:
I'm sure there are many more that should be automatically excluded. Let's add to this list as a community.
@Zendesk, What say you (again)?
This does not happen for us. I can create new organizations and leave the email domains blank. I wonder if it's a setting that can be toggled somewhere?
Hi Amy, thanks for your reponse.
We can also leave the domain blank, that is not the problem.
The problem is that Zendesk *intermittently* auto-populates domains into the New Organization creation screen (as shown in the screenshot) and we are forced to remove it prior to clicking Save.
This may not sound like an issue at first, but if anybody forgets to remove a domain such as "gmail" or "outlook" before clicking Save, it will combine all customers with that email domain into the same organization, which is obviously a huge issue.
My stance is that Zendesk should not auto-populate those large domains (such as gmail, Outlook, msn, etc.) which would prevent the merging of these users into a single organization.
Does that make sense?
I have this same problem. To be fair the global list of common domain names is huge and probably updates frequently. However I suspect it could be updated.
Thanks Colin, I agree it changes frequently but we could at least remove the heavy hitters like gmail, outlook, msn, hotmail, yahoo, etc. Think of it in terms of "top 20" and/or the 80/20 rule.
And it just happened again to me, yet another chance of adding all outlook.com customers to the new organization that I was creating.
God please do something about that. We kept losing the Org. of 590 user due to this function ! Can we disable it ?
Due to the way we built our API to create tickets/users for our IVR calls, agents who have org permissions are IGNORING the popup and just saving (it is populated with a default domain we use for unrecognized callers) This causes our sales app to fail, and substantial data issues. Agents should never create orgs (only modify them in special circumstances), but, this problem continues to occur all the time even after uptraining. PLEASE ADDRESS THIS ZENDESK!!
+1. This is really annoying. Our confusion is that Zendesk shows the wrong organization to our agents when other users opens a ticket because earlier organizations are registered based on gmail, outlook etc..
following, we have the same issue, it's really a problem to us, Zendesk please help!
I agree. I'd love a "blacklist" of domains that should not be possible to add to an organization for user mapping.
I agree. We have an issue where the domains have been linked incorrectly to hundreds of users.
After contacting support, we realised the easiest way to rectify this is to delete the outlook.com organisation. However, this means you have to manually change the org on all of the users which were incorrectly added after you action that. Not ideal.
This is a pain for us as well. Following in hope!
We have the same problem.
And we can't control automaticaly this field!
A user mistakenly validated the domain "gmail.com" on an organization and all tickets sent from email addresses from that domain all started to be linked to that organization. Huge problem that we had to deal with manually, ticket by ticket to release them from the organization!
I wanted to at least set up a trigger that sends a notification to admins to warn them if there is a bad value but we cannot select the "Domains" field in the trigger conditions.
So while waiting to be able to create a system to exclude certain domains or prevent the validation of certain domains, could we have a monitoring and / or alert solution?
It's disappointing to find that an issue we are suffering from has been reported for six years without a fix or even a comment from Zendesk.
There should be a (user configurable) list of domains that are never accepted as organisation domain.
@... this is a feature that is needed NOW!
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