Associating needs-org tickets with appropriate organization

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5. Associating needs-org tickets with appropriate organization

On this page

• On this page
• Use case
  • Determining if this workflow applies
• Overall Flow
• Identifying customers and users
  • Identifying customers
  • Identifying and marking prospects
    • Priority prospect with SLA
    • Other prospects
    • Organization incorrectly marked as a Prospect in SFDC
  • Identifying and marking trials
  • Identifying free users
• Associating an organization
  • Finding the appropriate organization name
  • Adding a customer to an organization
    • Prerequisites
    • Add the user to the organization
  • Removing a user from an organization
• Marking free users
• Customer is using personal email
• AWS Marketplace purchases

Use case

Tickets often come in without an associated organization, which means that no SLA is applied.

Potential reasons this might occur:

1. It's the first time user has submitted a ticket.
2. The user is writing from a domain name that doesn't match what we have in ZD (for example, using a personal email address for a work-related issue).
3. The user or organization has no subscription or a trial subscription.

Determining if this workflow applies

This workflow applies if ZD displays No organization for a ticket.

Overall Flow

You can watch a short walkthrough video (internal) which covers straightforward cases.

See also the

• triage page on assigning the correct form, and
• SLA and Zendesk views page for after an org is associated.

Identifying customers and users

Tickets can be created by different types of users. Check whether a requester matches a type in the following order:

1. Customer - Has a paid current subscription for GitLab SaaS and/or self managed.
   • Customers receive SLA on their tickets as described in the Standard and Priority Support section.
2. Prospect - Organization trialing GitLab that is sales assisted, also often referred to as a POC (proof of concept).
   • Prospects do not receive SLA unless sales has manually marked them as a priority prospect.
3. Trial - User or organization that has taken out a trial, typically using the free trial form.
   • Often, users identify themselves as Ultimate based on their trial plan, but Trial users do not get support as mentioned on the Free trial page.
4. Free User - User of GitLab (SaaS or self managed) who has not purchased any type of paid subscription plan, and is not a Prospect.

Identifying customers

If a requester has identified themselves as a paid customer, you can associate the customer with the ZenDesk organization if either:

1. The customer's email is listed in Salesforce (SFDC) as a contact for that organization. You can use the customer account look up workflow to help you to find this information.

   OR

2. The customer provides proof of entitlement.

   • For self-managed, you can use this macro, Support::Self-Managed::Locating GitLab subscription, to request it.
   • For SaaS, user should be a member of the paid group or an enterprise user.

If the customer meets the criteria, follow the process described in Associating an organization. Otherwise:

• If the customer has a subscription, but not for the product they're inquiring about, let the customer know and consider them a prospect.
• If you review the evidence and they do not appear to be a customer, check the following sections on identifying and marking trials, prospects, and free users.

Identifying and marking prospects

The user is a prospect:

• if SFDC Account Type is "Prospect".
• typically self-identified in ZD as "Sales Assisted Trial".

Priority prospect with SLA

When sales has marked a prospect organization with Manual Support Upgrade:

• Associate the org synced from SFDC.
• SLA will be automatically applied based on the priority_prospect tag.

Other prospects

For all other prospects:

• add the prospect tag.

Note: It will be moved to the Free user tickets view without SLA, so you should also respond with the appropriate Free User macro.

Organization incorrectly marked as a Prospect in SFDC

In SFDC, you may notice an organization has the Type set to Prospect but associated with a non Expired support level, and the account in the CustomersDot shows that the org has a valid self-managed license or a GitLab.com subscription. In this case, you may need to update the org in SFDC:

• Check if Subscriptions section in SFDC contains information about a valid subscription.
• Check if account in the CustomersDot contains information about the purchased subscription.
• Double click Prospect type, change it to Customer and click Save.
• After that, notify @Sales-Support by following the steps similar to the ones in this section to tag them.
• IMPORTANT: if you are not sure about the changes, ask Sales-Support to do it.
• As soon as the org has a valid Customer type, it will propagate to Zendesk.

Identifying and marking trials

If you cannot find an account (organization) in SFDC, when searching by email, you should find:

• a Lead, where Initial Source mentions Trial,
• date is within the last 30 days.

Alternate ways to check:

• GitLab.com: CustomersDot > GitLab Groups Tab > an expiration date under the Trials column. If needed, also check the internal-requests project for manual plan changes.
• Self-managed: CustomerDot portal as per customer info license lookup.

If you identify a ticket as from a trial user,

• select Self-provisioned trial in the SaaS Subscription or Self-Managed Subscriptionfield

Note: A Zendesk trigger will automatically add a trial tag to the ticket and it will be moved to the Free user tickets view without SLA, so you should also respond with the appropriate Free User macro.

For 2FA Free tickets, there is no need to respond with the Support::SaaS::Free 2FA Support Deprecated macro because there is already a trigger that automatically sends the 2FA Free messaging to customers as long as the ticket meets the specified trigger conditions. You would only need to send that macro if something has told Zendesk to skip sending it when it did need to be sent.

Identifying free users

If you cannot identify a user as a customer, prospect, or trial, mark them as a free user.

Associating an organization

Finding the appropriate organization name

While often they match, the organization name a customer provides will not always match what's in ZD.

Since the ZD organization information is synced from the SFDC Account, if you're unsure, look up the account in Salesforce for the org name.

You can search for organizations in the ZD search using their SFDC ID that is obtained from customers.gitlab.com (see screenshot below).

If you find the correct organization in Salesforce, and it does not exist in ZD, please do not create the organization directly in ZD. See the Zendesk Global Organizations page to learn how we create organizations in ZD. Please reach out to our Support Ops Team for help with this situation.

Adding a customer to an organization

Prerequisites

Before you can associate a user with an organization, please ensure that you have:

1. identified the user as a customer
2. verified their proof of entitlement

If these conditions are not fulfilled, ping their AM/CSM in the #account-management before adding the user.

Add the user to the organization

When the prerequisites above are complete,

1. Verify that the customer exists in SFDC, and remember that if you don't have access to SFDC, there are other ways to look up customer account details. If they do not exist in SFDC, use the SFDC app in Zendesk to add the user to SFDC
2. Click on the user's name in ZD ticket.
3. In the "Org" field type the organization name.
4. Select the appropriate organization.

Note: If a customer raises a ticket to add some users in their organization, here are some things to take note of:

• If the user exists in both SFDC and Zendesk, you can associate the user to the org.
• If the user exists in SFDC but not in Zendesk, you can create the user in Zendesk if you desire or just inform the user that when they first submit a ticket in the Support Portal the Zapier process we have in place should auto-associate the user in the org.
• If the user exists in Zendesk but not in SFDC, associate the user to the organization in Zendesk, refresh the Zendesk Apps (click the refresh arrow in the top right) and then use the SFDC Tool app to add the user as a contact under the organization in SFDC. Refresh the apps once more to confirm they were added properly. If this does not work, please contact Support Ops via the #support_operations slack channel.

Note: The original method for handling cases where the user is absent in both SFDC and Zendesk is as follows:

• If the user does not exist in both SFDC and Zendesk, you can ping their CSM/AM in the #account-management Slack channel to ask them to add the user in SFDC. Once the user is in SFDC, the Zapier process we have in place will also auto-associate the user to their org when they register or submit a ticket via the Support portal.

Removing a user from an organization

If you erroneously assigned a user to an incorrect organization, follow these steps to un-assign a user:

1. Click on the user's name in ZD ticket.
2. Click the "Org" field and type - instead of the org name.
3. Make sure that the user changes were saved - you will see a message like <User Name> was successfully updated.
4. Please remove the form related tags in case if form of the ticket needs to be changed from the ticket as well. For example, Subscription type or problem type tags would be different for SAAS or Self Managed form.

Note: If the organization gets automatically reassigned after you un-assign it, it likely means the org is using domain matching or the user is a contact in SFDC (and is being auto-synced). In those cases, please reach out to Support Ops via the #support_operations Slack channel for assistance.

Marking free users

After identifying a free user ticket:

• Self-managed:
  1. Change the ticket to use the Community form if applicable.
  2. Change the Self-Managed Subscription to Free customer
  3. Reply using the Free user macro to explain they do not receive support.
• GitLab.com:
  1. Ensure the correct form (accounts or general).
  2. Change the SaaS Subscription to Free user.
  3. Select the appropriate Problem Type.
     • If you cannot choose an appropriate problem type, then check if the user qualifies.
  4. If the user does not qualify for support, use the appropriate Free user macro.

The ticket will be moved to the Free user tickets view.

For example:

• a user username@domain.tld submits a ticket to GitLab Support.
• you search by the requester's e-mail i.e. username@domain.tld, the e-mail specified in the field Email associated with your subscription, or using the customer's domain and you cannot find any related accounts in SFDC.
• you search for the same data in the CustomersDot and cannot find any accounts there.
• you view any groups the user is a member of and confirm that no subscriptions exist in the CustomersDot
• you view GitLab User Lookup app in the Zendesk sidebar and none of the groups are on a paid plan
• if an account exists in the CustomersDot, no subscriptions are shown and you see Choose a plan that suits your needs when using Impersonate functionality.

Customer is using personal email

Sometimes the customer raise tickets with the personal email instead of business email or the business email is not synced in Zendesk. After providing proof of entitlement, please use the following cases for your ease:

• Customer, who is the subscription holder, used Subscription Email field in form to show associated email but used personal email for raising ticket:
  1. If Subscription Email helps in identifying the organization and the personal email is not listed in SFDC, use this process to add them.
  2. Once added in SFDC, merge the personal email with the associated email found in SFDC.
• Customer does not have generic email and business email listed in SFDC:
  • Request for the customer to create a new ticket with business email. Alternatively, follow the steps below:
    1. Request for CSM/AM in Slack channel #account-management to add the business email in SFDC.
    2. Once added in SFDC, use this process to associate the personal email to organization.
    3. Merge the personal email with business email. (Contact Support Ops if you are unable to add secondary email).
• Customer have both generic email and business email listed in SFDC but only one email is present in Zendesk:
  1. Merge the personal email with business email. (Contact Support Ops if you are unable to add secondary email).
  2. Inform the customer that you have added the personal email as secondary email.
• Customer raised ticket with business email but in middle of ticket responding with personal email:
  1. Merge the personal email with business email. (Contact Support Ops if you are unable to add secondary email).
  2. Inform the customer that you have added the personal email as secondary email.
• Customer raised a ticket with business email listed in SFDC but not in Zendesk:
  1. Our Zapier sync will link the customer with the correct organization if it is already listed in SFDC.

Note: Proof of entitlement strictly includes primary email address associated for SAAS and company provided email address for SM.

AWS Marketplace purchases

For customers who have purchased through the AWS marketplace, their license is a 5 user Premium License under the company name of "AWS Marketplace AMI". This exists as an org in Zendesk, so customers proving entitlement with this license can be associated with the Zendesk organization "AWS AMI Purchasers". This will apply the appropriate support entitlement tags.