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Suggestion
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Resolution: Unresolved
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None
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94
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Problem Definition
The site creation flow currently doesn't doesn't require any confirmation and minimal manual input from the end user.
Although convenient, this poses an issue for org. admins who manage existing company Cloud sites and may have either already invited the user to their Cloud site or have configured "Approved domains" based self sign-up flows.
The end user may not be aware of existing company managed Cloud sites and found the site creation flow via a search engine. If a user finds their way to https://www.atlassian.com/try/cloud/signup?bundle=jira-software&edition=free via a search engine, logs in or creates a new Atlassian account - they are able to create a new Cloud site with a couple of button clicks.
Suggested Solution
- Suggest available site names instead of pre-filling the "Your site" field, having to manually enter/select a new site name may prompt the end user to realize that they are creating a new Cloud site and exit the flow if their intention was not to create a new site
- Use of the word "new", e.g. "Your new site name" instead of "Your site" on the Cloud site creation flow. Other examples of current wording is "Create a site" or "Welcome back, [FirstName]":
- Introduce a confirmation prompt to make sure that the end user is aware that they are creating a new site instead of joining an existing site. The confirmation screen can state that the end user that they will become an org. and site admin of the newly created site - perhaps this is not what the end user was looking to do
- Offer ways the end user can exit the flow - an end user may realize the flow won't lead them to an existing site, but at that point, the only way is forwards("Continue"). Clicking "Continue" currently creates a new cloud site without any additional confirmation
- Make suggestions to join existing sites based on any "Approved domain" flows available to the end user: CLOUD-12189
- If a user is currently logged in to their Atlassian account, and they have access to an existing site - then suggest that the user log back into that site. This is the current experience on the www.atlassian.com page and https://www.atlassian.com/software/jira, but not on Cloud site creation flows:
Why this is important
- Sites are being created erroneously/accidentally and creating overhead for org. admins who then need to take control of the sites/orgs. and delete the sites/orgs.
- This experience causes friction with the end user if their intention was to join an existing site, but they found their way to the site creation flow via a search engine with no obvious way to exit the flow once started
- The behavior between Atlassian's products is not consistent and the inconsistency might be confusing to customers. An end user can search for "Trello" on their favorite search engine and find their way to company workspaces or boards shared with the end user via the search results. That is possible because Trello is a non-tenanted application. For Jira or Confluence it's not always possible for end users to "search" their way to their company's Cloud site
- Important to find the optimal balance between lowering friction relating to new site creations and managing increased friction from dealing with accidental site creations(deletions)
- It is widely understood that unless the: Manage your users requests for products feature has been configured(if available), end users are still able to create new Cloud sites. The intention of this Suggestion ticket is not to block new Cloud site creations, but to reduce the occurrences of accidental site creations
Workaround
N/A
- is related to
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- Gathering Interest
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ACE-6976 You do not have permission to view this issue
[CLOUD-12193] Reduce occurrences of accidental site creations
This seems like an endless soap...
It is quite simple: the way how the login procedure and site/product creation work, should NOT depend on Google search results.
For a logged in managed user, there should be NO WAY to bypass the policies or and create a new site.
I tested with searching Google for "jira", and the top sponsored link unfortunately behaves the same way as with Confluence. Welcoming you by name, and prompting you to create a NEW SITE that you do not want:
And the first organic search result for Jira does do the right thing, showing you a site that you already have access to:
Hey dnguyen4 - it looks like some aggressive Google sponsored results that your sales/marketing team have purchased are still leading users to accidentally create sites when they are just trying to log in.
Ok, tested on mobile. The problem is whoever is buying Google sponsored results for Confluence is routing them to an old page, bypassing the new workflow that shows you sites your account already has access to.
So what is happening:
- User forgets name of Confluence Cloud instance, types in "confluence" into their phone
- Google displays a Sponsored link at the top for Confluence:
- It's the first result, so people tap on it. Even though they are already logged into Atlassian, they get this:
- They see "Welcome back, [THEIR NAME]" at the top see a site that includes the name of their company-team, so they click the big blue button.
- Accidental site is created.
But wait! What if they click the "organic" (real) first search result for Confluence? The one that you have to scroll down to. It looks like this:
And clicking on that link takes you to the NEW fixed flow that you guys fixed:
So can you PLEASE get your marketing/sales folks to STOP redirecting their sponsored search results to the page that BYPASSES the fix for all of these accidentally created sites?
That link looks like this:
While I have a strong opinion that Atlassian should not be handicapping it's Standard and Premium tier users by only giving Enterprise admins the ability to disable Product Discovery on their instances, this suggestion would effectively alleviate the painpoints experience by users who inadvertently create new sites within their org due to a bad end-user UI flow.
dnguyen4 - do you need more validation that this issue is resolved? How can we ensure that these changes are not part of some test, but rather will 100% get permanently deployed?
Hey 7a79c351a973 - thanks again for pushing to get this made into a ticket. I've posted some screenshots over here in the Community Forums. Let me try embedding them here:
I have to go kill about 3 sites a month, and for each of those, I have to wait 3 months for data deletion. Reducing the occurrence is most welcome.
I just checked the sign-up flows for Confluence and Jira again, and it actually looks like some changes have already been made that will help with this ticket. For example, the following procedure:
- Go to https://www.atlassian.com/software/confluence
- Click "Get it free"
- Enter your work email address
- Sign in via your identity provider
This used to result in a page that prompted you to set up a new site with the site name pre-filled, but now it's showing a page with a big "Go to confluence" button that takes you to your existing site, with a small "start new site" link down the bottom. Same thing with Jira.
So hopefully fewer new sites being accidentally created now?
(Edit: replaced image with text)
Actually one of my contacts told me last weeks that they identified the issue and potential "financial relevance" is increasing.
Maybe the way forward for all of us (291 votes) is to generate one new site per business week. I do not know what are the costs a free tenant generates but
291 votes * 1 per week * 52 weeks per year = 15.132 * Cost p. Tenant p. y. = Some-Money
I stopped cleaning up Atlassian "Ads Tenants" and told them that I won't do it anymore. I expecting that this will change - hopefully 2025