Request reassignment by using a CSV file Call to Action Confusing for SaaS Customers

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Proposal

SaaS Customer (Internal ticket) used the request reassignment by using CSV file feature and encountered a bad UX experience for their users who are not logged in. The call to action button in the email points to generic login page, instead of their paid namespace that has SSO enabled. Extra support and guidance is needed for these users.

This sent an email to each user titled "Reassignments" in paid namespace waiting for review" and with a call to action link “Review reassignment details”.

The URL of this call to action was like https://gitlab.com/import/source_users/XXX

When users followed this link they ended up at the generic gitlab.com sign in page (with no link to our paid namespace SSO flow).

However we need people to sign in with our SSO which is invoked when a user visits https://gitlab.com/<paid-namespace> All our users had to first visit the page https://gitlab.com/<paid-namespace> AND then follow the link in the email. This was not a great user experience and required extra support and guidance to the team to guide them through it since they invariably clicked the link and then raised a support request with us saying that they could not log in.

This could be an issue with the way we redirect links. It is confusing for users clicking from the email but unable to login with their usual SSO workflow.