Associating purchases with additional accounts

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2. Associating purchases with additional accounts

Sometimes customers ask that a colleague be given the ability to manage a subscription. This can be accomplished provided they also have a CustomersDot account.

Prior to following the below steps, ensure the requester should have access to the subscription.

1. For self-managed, send the Change CustomersDot Contact Zendesk macro. Be sure to copy the existing CustomersDot contact on the reply.
2. For GitLab.com, as long as the requester holds owner permissions in the group associated with the subscription, they are eligible for subscription management.

Add subscription management contact workflow

Before we add subscription management contact, we need one of the following:

1. Approval from the existing contact
2. Prior subscription contract
3. Recent invoice (last 12 months)
4. Copy of last loaded license

Once, we got one of the above, we can proceed to change/add subscription management contact by:

1. Locate the proper accounts in the CustomersDot and navigate to the Edit page
2. Copy the Zuora ID and Salesforce Account ID from the existing account to the new account and select Save

Contact Change Workflow

If the customer request to change contact, we should ask for the subscription information mentioned in Add subscription management contact workflow above. Then confirm with the customer whether the cases below match their goal: