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Associating needs-org tickets with appropriate organization

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Associating tickets with the needs-org tag with appropriate organizations

Occasionally tickets come in without an associated organization, which means that no SLA is applied.

Potential reasons this might occur:

It could equally be the case that a ZD organization was manually created and the SLA type is out of date / incorrect. Many of the same principles apply here.

Please avoid manually creating organizations.

Determining if this workflow applies

This workflow applies if:

ZD prompts for an org to be created

Note on Trial License

While SFDC syncs organizations nightly to ZD, it does not include trial licenses. So organizations on a trial will not show in ZD, and this workflow does not apply and ZD admins should not manually create these organizations.

To check if a customer is on a trial: In SFDC (see instructions below), the Initial Source will likely say Trial and Account Type will say Prospect instead of Customer.

This may display slightly differently if the organization was a Former Customer.

A subscription can be identified as a trial in the Customers Portal if an expiration date appears under the Trials column in the GitLab Groups Tab next to a user or group. If the subscription isn't a trial, it will display False. The only exception to this is if the user or group has had a subscription type manually applied to them. In that case, no invoices or other evidence of billing is a good indicator that a trial is active.

Finding the existing organization in Zendesk

You may attempt to find the organization within Zendesk using the search functionality. Do note that TLDs don't necessarily correspond to company names, so you may need to search in SFDC to find the appropriate organization.

Also, note that users may be using generic mail providers you might not be familiar with, so the TLD on their email address may not correspond with their company at all.

When in doubt, check SFDC

Selecting an organization in ZD

Finding the existing organization in SFDC

  1. Log in to SalesForce using the shared credentials in 1Password.
  2. Enter a domain or full email address into the search bar at the top

Search bar, in repose

  1. Look for results in the Accounts section. You should also be able to see if they have a support level if they have one.

Account Name and Support Level in search results

  1. Click the Account Name to get a more detailed view in the GitLab Subscription Information section.

Detailed view with support level

Organization exists in SFDC but service level does not match Zendesk

At times, the organization exists in Zendesk but has the wrong service level. You can force a resync for the specific organization.

  1. Ensure that the Account in SFDC says the organization is a Customer.
  2. Edit the Support Level to something aside from the current level.
  3. Save.
  4. Edit the Account again to change the Support Level back to the original.
  5. Save.

If you refresh the organization page in Zendesk, the proper service level should immediately be reflected. However, for existing tickets where the user was already associated with the organization, the appropriate tag will need to be added manually to the tickets.

Finding the existing organization in

  1. Log in to with the shared admin credentials in 1Password.
  2. In the Customers section, search for a domain or full email address
  3. You can impersonate an account to find out if they have a current subscription

Adding the domain (Zendesk Admins only)

Important: Be extra careful here. If a large company has multiple subscriptions it may not be appropriate to add the domain. You'll need to add individual customers to the appropriate organization (see below)

Once you've determined the appropriate domain to add and identified the correct ZD Organization, you can click the Domains field to add it.

Filling in an organization domain in ZD

Adding a customer to an organization (All Zendesk Users)

If you don't have admin access on ZD, you can still make sure the proper SLA is applied by adding the user to the appropriate organization.

  1. Click on the customer's name in ZD
  2. In the "Org" field type the organization name

Adding a user to an existing organization

Verifying that the ticket now has the proper SLA applied

Now that you've added the appropriate domain, head back to your original ticket and verify that it is associated with the appropriate organization and SLA.

Verifying SLA

Associated Trigers: