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3.8. SAML User Login Redirects to Portal Instead of Admin Workspace

When SAML authentication is enabled HelpSpot will search the "Black Box/LDAP/AD/SAML Username" field of the staff profiles to find a matching profile. If no matching profile is found, the user will be redirected back to the customer portal.

To correct this issue follow these steps:

1. Navigate to Admin > Staff  and select the staff member.
2. Update or add the correct "Black Box/LDAP/AD/SAML Username" value to that account. In most cases this will be the users email address.

Related Pages

• Admin Manual > Authentication > Google Suite SAML Authentication
• Admin Manual > Authentication > Microsoft Entra / Azure SAML Authentication
• Admin Manual > Authentication > SAML Debugging