Why are my customers not mapped to their organization when they contact us?

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12 Comments

  • Donald Cornel
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    Hi Greg,

    Is there a way to automate the tagging of the newly added Organizations to existing end users after the domain-mapping?

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  • Greg - Community Manager
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    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.

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  • Donald Cornel
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    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.

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  • Greg - Community Manager
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    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!

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  • Alejandro Colon
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    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

    Generally, a user must verify their email address before they are automatically added to an organization. 
    However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.

    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.

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  • Nicole - Community Manager
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    Thank you, Alejandro. We will vet that feedback and share it with our documentation team for review.

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  • Alejandro Colon
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    Nicole - Community Manager

    Here is the ticket URL where Zendesk Support told me.

    https://support.zendesk.com/hc/en-us/requests/5370036

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  • Au Finh Saechao
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    Sounds like support could use some CRM data management tools ;)

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  • Alejandro Colon
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    Au Finh Saechao

    Sounds like support could use some CRM data management tools ;)

    I love your post. 

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  • Nicole - Community Manager
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    Au Finh, can you clarify what you mean by that comment? 

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  • Au Finh Saechao
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    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!

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  • Nicole - Community Manager
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    Thanks for the clarification!

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