User Challenge:
Currently, when users encounter an SSO failure at the Atlassian login point, they are presented with generic error messages. This creates several operational challenges for large organizations like Deloitte:

• Misrouted Tickets: Generic errors provide no indication of the root cause or the correct internal escalation path, leading to tickets being sent to the wrong teams.

• Lack of Context: In environments with multiple organizations and client instances behind a single SSO, users and admins cannot easily identify which specific policy or instance blocked access.

• Increased Support Volume: There is no way to surface internal help-desk links or guidance at the point of failure, forcing users to raise manual support tickets for basic access issues.

Proposed Solution:
Introduce a feature within Atlassian Administration that allows Org/Site admins to:

• Configure Custom Text: Define specific instructions or error messages that appear when an SSO login fails.

• Add Hyperlinks: Include links to internal help-desk portals or documentation.

• Differentiate Failure Types: Ideally, allow different messages based on the failure reason (e.g., user not provisioned, access denied by policy, or account deactivated).

Business Value:
This will significantly reduce the support overhead for enterprise customers by providing users with immediate, actionable guidance and ensuring that any necessary internal tickets are routed to the correct department from the start.