Our organization has different email addresses and AzureAD UPNs.
For example: UPN=name@example.com, mail=name@example2.com
At this time, when we create a request via email, the SSO account is not tied to the ticket.
Freshdesk allows to define multiple email addresses for customer field.
Can I link multiple email addresses in SAML?
Best answer by Sujitha Dhanaseelan
Greetings
Please note that Freshdesk only allows for one email address per agent. Therefore, it is not possible to have multiple emails for a user in SSO configuration.
However, we suggest considering the following scenario: if there are two emails, A and B, and A is the agent email, you can ensure that the email address A is always passed in claims in the SSO call, regardless of whether the user logs in via A or B. This approach may help you achieve the desired outcome of having multiple emails for a user at the SSO end.
Kindly drop a message here for any queries.
Best regards,
Sujitha.
+6Greetings
Please note that Freshdesk only allows for one email address per agent. Therefore, it is not possible to have multiple emails for a user in SSO configuration.
However, we suggest considering the following scenario: if there are two emails, A and B, and A is the agent email, you can ensure that the email address A is always passed in claims in the SSO call, regardless of whether the user logs in via A or B. This approach may help you achieve the desired outcome of having multiple emails for a user at the SSO end.
Kindly drop a message here for any queries.
Best regards,
Sujitha.
If your requestors are signing in via SSO with their UPN but e-mail generated tickets are from an alternate address where their upn and mail AD values are different, you could map their mail attribute to their Requestor accounts Secondary e-mail address field.
Thanks for the advice.
> their Requestor accounts Secondary e-mail address field.
I don't know what attribute of Freshdesk to map the AzureAD mail field to, and it doesn't work properly.
If you’re utilizing SCIM integration within AzureAD you can map [mail] to [urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:_secondaryEmail]
Alternatively, if some users [mail] and [upn] match you will receive errors as the secondary e-mail can’t be the same as the accounts primary e-mail, in which case you would map an expression of [IIF([mail]=[userPrincipalName], "", [mail])]
Hope this helps!
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