Do end user email address updates affect organization membership?

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  • JW
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    I have a question about the following case:

    If an end user submits a support ticket from their work email address before a trigger is created to automatically add users from that domain to the organization, will the subsequent support requests from that user execute the trigger and add the user to the organization or will it not capture that user because the user's identity is already known to the system before the trigger was created?


  • Brett - Community Manager
    Comment actions Permalink

    Hey JW,

    As far as I know, you cannot set a ticket organization or users organization using Support triggers. Did you just set up the domain mapping so anytime someone emails in from that domain they are automatically added to that organization? Domain mapping will only work when the user submits a request for the first time as mentioned here: Creating, managing, and using organizations

    If you notice even new users are not mapping to the correct organization, you can also take a look at this article: Why are my customers not mapped to their organization when they contact us?

    Let me know if you have any other questions!


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