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Suggestion
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Resolution: Duplicate
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None
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3
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24
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
I am finding it difficult to manage the customer organisations in JSD. Customers email through and get added to the customer list but we have to manually add them to an organisation. It would be ideal to have a rule in the organisation that can be turned off or on that includes a domain extension. If a customer emails through with the specified domain extension they are auto added to the organisation.
AC:
- Set a domain extension on the Organization
- System reviews the emails sent through for a new customer and if the domain extension is matched to an organisation it adds the customer to that organisation
- duplicates
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- Closed
- is related to
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- Gathering Interest
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- Reviewing
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- Under Consideration
- relates to
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- Closed
| Form Name | |||||||||||
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[JSDCLOUD-4417] Add email domain to Customer Organisation
@ben In your case, your portal is open to everyone, i.e. can anyone write to the email address?
After that, is it added to the organization?
What to do with spam emails or blacklists such as service notifications? Is it possible to block them somehow?
It seems to me that the most normal option would be to add support without disabling access to "only customers" of certain domains from which anyone can write a request.
Workaround but native functionality mentioned by someone in: https://jira.atlassian.com/browse/JSDCLOUD-4519
Can be done with an automation
https://blog.codebarrel.io/set-organization-in-jira-service-desk-using-reporters-email-domain-e705be9d4717
It edits the Organization field based on the reporter's email domain.
If the reporter and organization don't exist, it creates an organization with the email domain name. From the article it says it modifies the name, but not in my case. If you edit the organization name to the actual company name, and a new reporter of the same domain sends a request through, they are still added to the same organization.
Now the problem is if a customer has multiple domains.
EDIT: the renaming of the organization seems limited to .com domains (the functionality that the codebarrel article mentions). If you have domain.com.xx it creates the Organization name as "domain.com.xx."
I have to say this is a pretty big deal for most companies. When supporting large organizations, having to keep track of all the user email addresses is a problem. Not to mention the operational overhead of having to continuously add new users for a customer.
In addition, when telling your customers to send their requests to support@ email address and come to find out the tickets are not getting entered because its from a new or different employee at your customer organization creates support problems.
It is interesting that this has been in Gathering Interest for so long and is a pretty standard feature in most support help desks.
Nearly four years people have wanted this feature and there has been zero interest from Jira in adding it. It's never happening.
This features is definitely a must. Please move on to build / add the feature asap. tq 
Hey all,
Thanks for your votes and comments on this ticket. This ticket is a duplicate for
JSDCLOUD-4519. I am going to close this issue (as it has the lesser votes of the two), and direct all future discussion into the other issue.Please add your vote, and any further feedback you wish to add (we will still have this issue for reference) over there.
Cheers,
Ben.