Single Sign-On Support for Reltio Support Portal

  • What: Single Sign-On Support for Reltio Support Portal
  • When: Wednesday, November 9, 2022, as part of the weekly release
  • Why
    • Reltio Cloud natively supports local authentication (through Reltio’s authentication service) and either SAML or OIDC to enable Single Sign-On with 3rd-party Identity Providers
    • Reltio Support Portal supports local authentication only (through Reltio’s authentication service).
    • Customers who enable Single Sign-On to access their Reltio Cloud tenants are still required to log in using Reltio’s authentication service to access the Reltio Support Portal
  • Solution: Unify the login experience for both Reltio Cloud and Reltio Support Portal
    • Customers using SSO will be able to log into the Reltio Support Portal using their corporate Identity Provider.
    • Customers who log into the Reltio Cloud first will be able to switch to
      Reltio Support Portal without requiring any additional login step
    • Customers who log into the Reltio Support Portal first will be able to
      switch to the Reltio Cloud without requiring any additional login step

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  • Technical Constraints
    • For all customers: if the user does not exist in Zendesk, they still have to request it from our Support Team. By design Reltio purposely does not enable Support access to ALL Reltio users. Only named customers can do it. Therefore, users who need access to the Support Portal have to be manually created by Reltio in the first place.
    • For SSO customers: if the user has not logged into Reltio first, the new Support Portal login page will ask the user to select a tenant, and the user will be forwarded to their team’s IDP login page. This is due to the fact that, by design, SSO is enabled per tenant, not per customer. So, technically, there can be a different IDP for each tenant of the same customer. This step may sound counterintuitive for the user as there are no “tenants” in Zendesk, but due to the way Reltio authentication is designed, there is no way to bypass this.
      • The recommendation will be to log into Reltio first as they normally do and then switch to the Reltio Support Portal. In that scenario, the tenant will not be requested and the user will be automatically logged in.
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