How to Configure Email Domain Type for Customer Support Portal Accounts
Symptom
If a Customer Support Portal account is configured to accept users with public domain email addresses, e.g., user@gmail.com, the CSP account will only accept new users with public domain email addresses.
Likewise, if a Customer Support Portal account is configured to accept users with non-public domain email addresses, e.g., user@company.com, the CSP account will only accept new users with non-public domain email addresses.
However, if a Customer Support Portal account should be able to accept both public and non-public email addresses, a Super User can configure the CSP account as "mixed".
Environment
Customer Support Portal (CSP)
Resolution
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Users with Public Domain, Non-Public Domain, and Mixed Domain Email Addresses
CSP enables customers to add users to CSP accounts with (i) public domain or (ii) non-public domain (company or corporate) email addresses.
- When the first user is added to a new CSP account, and this user has a public domain email address, the CSP account is automatically configured to accept new users only with public domain email addresses.
- When the first user is added to a new CSP account, and this user has a non-public (corporate or company) domain email address, the CSP account is automatically configured to accept new users only with non-public domain email addresses.
Note CSP ignores domain names. For example, if a CSP account accepts only non-public domain email addresses, a Super User can add users with both user@acme.com and user@company.com. Likewise, if a CSP account accepts only public domain email addresses, a Super User can add users with both user@gmail.com and user@yahoo.com, as well as other public domain email addresses.
However, accepting only public-domain or non-public-domain email addresses may not suffice for all customers. Some customers may need to add users with both public-domain and non-public-domain email addresses.
To configure a CSP account to accept both types of email addresses, go to Account Management >> Account Details >> Account Information. Click "Change to 'Mixed Email Domain'" button to modify the CSP account to accept both types of email addresses ("mixed" mode).
Read the click-through warning, and if you agree, click Agree button. Note that modifying a CSP account to "mixed" is a permanent operation.
The following illustration shows a CSP account that now accepts both types of email addresses.