Insight into the domain(s) associated with a given Organization when linking a User to an Organization
I'd love to be able to see the domain(s) associated with an Organization record in Zendesk when I'm linking a User record to an Organization. Currently, Zendesk only shows the Organization Name with no additional context.
See screenshot below for an example of where in the UI I'm referring to with some test data:
For context, we sync Organization-level data from Salesforce. In some cases, two different companies will have a very similar name, which can make it difficult for Agents to know which Organization the specific user they are speaking with should be linked to.
In theory, we'd love to be able to trust that we should be selecting the exact Account Name we see listed in Salesforce. However, we have cases where there are duplicate SFDC Accounts for different companies with the exact same name. Since Zendesk does not allow Organizations to have identical names, we need an additional data point for us to know we're linking the correct Organization.
Right now, we essentially have to locate the Account ID in SFDC and then run a search in Zendesk based on the Account ID to find the Organization Name we should be selecting. In most cases, simply having insight into the domain(s) associated with an Organization record would help save us this extra step.
Alternatively, if we could search on the Domains associated with an Organization record, this could at least help save us the step of needing to pull the Account ID in SFDC.
James here from the Zendesk product team - thanks very much for this feedback. This is something that we've heard before and evaluating, but nothing is yet planned.
I wanted to clarify with you, how are you able to identify between two account in SFDC when they have the same name? Also, just a question about your set up in Zendesk, do all orgs in your account have a single domain, or would some domains on an organization have a higher value than others?
Thanks again for this feedback.
Hey James - Sure thing! In SFDC, we can verify which Account is the correct one based on the Website field, which is usually the same as the Domain a user would be writing into Support from.
The majority of our Organizations in Zendesk have a single domain but we do have a handful of Organizations that have 2-3 domains. Most often, it’s due to that Organization changing their email domain overtime.
Thanks Chandra, this is great detail.
One follow up, my apologies; how do know which domain to use in the website field in SFDC when a business has changed their domain over time, do you maintain multiple, or just the most up to date doamin? How would you like us to manage that in Zendesk? For instance, if an org has 3 domains, which one would you want to see in the drop down of orgs / list of orgs?
Thanks again for your feedback.
In SFDC, the account's AE would ideally update the domain to be the most up to date version of the domain but, in reality, that doesn't always happen. :)
In Zendesk, we'll manually add the updated domain so that we have both domains on record in Zendesk. That way, if there are still some users that write in from the old domain, they will still be linked to the correct Organization in Zendesk.
Ideally, it'd be great to see all domains in the dropdown/list of orgs. I don't believe we have any orgs that have more than 2-3 domains.
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