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?
+5
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.
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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