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Suggestion
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Resolution: Unresolved
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None
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29
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13
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
Hi everyone,
Thank you for your interest in this issue.
This suggestion is considered a potential addition to our longer-term roadmap. We'll typically review this request in about 12 months time, at which point we’ll consider whether we need to alter its status.
For the nearest future we've decided to prioritise other areas of the Jira Service Management roadmap.
We hope that you appreciate our candid and transparent communication. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.
Kind regards,
Charlie
Jira Service Management, Server & Data Center
Problem Definition
Without this, I understand you currently have to manually administer all customer accounts and manually associate them with organizations.
Unfortunately this lack of feature is currently holding us back from using your product, as we get a large volume of customers contacting us on a daily basis.
Suggested Solution
The ability to associate email domains (e.g. @companyname.com or @mybusiness.com) to organizations.
In the event of a user emailing in or a new account being created on the service desk, their account is automatically associated with the correct organization, based on the pre-determined email domain associations.
- duplicates
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- Gathering Interest
- relates to
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- Closed
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| Form Name | |||||||||||
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[JSDSERVER-4519] Email domain organization association
I do not appreciate your candid and transparent communication. As others have said, this is out of the box with multiple systems. You want us to so badly use the portal for clients BUT then leave something like this out. Explain the logic. Are your designers fresh out of school and have no experience? Your 'candid and transparent' response is now 3 years old and this is still open. So, after your sales lied to us (they said it would do this but did not say that we would have to write an automation to do it) and we are rolled out, now we have to start shopping the next system having learned our lesson.
You are being spoon fed what would make this system so much better and the truly useful items sit and linger far too long.
7 years is nothing, @jakub. Most ticket only will be considered after 10-15 years.
I recon to wait for 3 more years, to celebrate 10 year anniversary of this ticket, then wait another 5 years for integration?
Dear Atlassian, do not hesitate to raise the license cost again to implement.
This and features like this are what will likely lead us to move all of our business elsewhere from Atlassian. This is such a basic service desk feature, I'm shocked at lack of support for it.
I have used several ticketing systems. Jira Service Desk is absolutely one of the worst for ITIL or support. I do not recommend it because of all of the things it doesn't do well or at all. I chose it only because it integrates with projects in Jira. it is the only benefit of this system and the core functionalities like domain association need to be configured with automation. This tool requires a lot of work out of the box to get to a basic support/service desk functionality.
This is a basic requirement. A service management system should be streamlining and reducing IT support agents workload, this is the exact opposite of that!
We are moving from Freshdesk to Jira Service Management to increase ticket streamlining and even Freshdesk has this out of the box. I now have to reconsider as we will have to perform a more in dept analysis of what other assumed functionality is missing.
This is a default behaviour of other email aggregator services like HubSpot - so powerful and makes a huge difference to reducing manual management of customers
I agree completely with 37a806b7cff0. Probably it's not a very business-like way to say things, and I understand that Atlassian is being overwhelmed with support tckets – but we pay you real money, and you do agree contractually to provide us real service.
While there's no SLA on feature requests, having to wait for years in case of features that would greatly simplify the work of entire departments simply makes one think of the competition.
Despite this, our only leverage and a way to express our discontent to Atlassian is the comments and the vote button – so please vote for this ticket.