Question
I set domain-mapping to an organization, but the users with that email domain were not added to the organization. Why doesn't the mapping work?
Answer
For a user to be automatically added to an organization when adding a domain mapping, they must have a verified email address.
If your customer is verified and was still not added, update the user's profile. Open the user's profile and make a small update to the user, for example, add a space after their name and then remove it. The organization is then added to that user.
12 Comments
Hi Greg,
Is there a way to automate the tagging of the newly added Organizations to existing end users after the domain-mapping?
Hi Donald Cornel! Could you expand on this question a bit more? Just let me know specifically what you're looking to do and I'll be happy to point you in the right direction.
Hi Greg,
I was just asking if there's a way to automate the mapping of newly added Organization to the existing end-user org. by way of comparing their domains.
So, when a user has a verified email domain that is part of organization that has domain mapping, the user will be automatically added. The same is true if you add an organization that includes a domain for already existing users...those users will be added to that new organization.
Let me know if that helps!
Greg - Community Manager
I would suggest adding to the article that the domain mapping will also not occur if the user is CC'd on a ticket without first having an account.
https://support.zendesk.com/hc/en-us/articles/203661976#topic_nxl_vdt_bc
This applies to cases where a user is CC'd on other requests but they have no tickets created by them.
The only way for them to be added to the organization automatically without a verified email is if they had created their profile at the same time as their first ticket.
Thank you, Alejandro. We will vet that feedback and share it with our documentation team for review.
Nicole - Community Manager
Here is the ticket URL where Zendesk Support told me.
https://support.zendesk.com/hc/en-us/requests/5370036
Sounds like support could use some CRM data management tools ;)
Au Finh Saechao
I love your post.
Au Finh, can you clarify what you mean by that comment?
Nicole - Community Manager Sure! Sorry, I meant "support" as in the Zendesk Support product (not the support team) and other service desks in general.
Most of the popular service desks are optimized for B2C businesses. Some of them (Zendesk for example) support the concept of organizations or accounts. However, they rarely have tools to manage organization data at scale, making it a little more difficult to adopt for B2B support teams.
Managing organizations can get really messy and complex. There isn't a standard, universally unique identifier like email for organizations. You might have an external ID (e.g. a Company ID or D-U-N-S number), but they aren't always populated. An end-user might also belong to multiple organizations, and you may want to separate subsidiaries into their own organizations so that the appropriate SLAs are applied.
It's almost impossible to manage manually. Just saying there's an opportunity for Zendesk or third parties to build tools like DemandTools, which I've used in the past and works great!
Thanks for the clarification!
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