Organization mapping for clients who share the same email domain(s) | Community
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Organization mapping for clients who share the same email domain(s)

  • December 11, 2023
  • 3 replies
  • 0 views
Jimmy11

Hi All,

What

We have a major issue today where our client users' home of record is our home grown platform user administration console, which has minimal connection to be able to sync appropriately to Zendesk, for organization mapping. We are able to address the majority of user syncing issues (~80-90%) by matching their incoming email domain, to the primary domains of their contact records in their respective Salesforce account (using the native SFDC-ZD sync, and a custom process that syncs salesforce data to the organization API).

This method is not 100% reliable, and is even less so with organizations that share the same email domain across various Salesforce accounts and the user admin console's enterprises (i.e. MSSPs and Enterprise clients).

How do large clients handle this today?  Imagine, you have customers with clientname.com and that domain could belong to upwards of 5 different clients, and assume you don't have Salesforce contact syncing.  What are different ways one could ensure that a user gets mapped to the correct organization from the get go?

Why

  • We often struggle in seeing users write in support tickets, where it looks like they’re coming in from the wrong organization, which results in incorrect escalation paths, and licensing entitlements for provisioning.

      3 replies

      Morten11
      • Morten11
      • December 13, 2023

      We don't do this on our side but I have seen Custom Objects be able to resolve these types of issues. Custom Objects could represent a "client" and be linked to individual users. 

      Jimmy11
      • Jimmy11
      • Author
      • December 14, 2023

      Hi @morten11,

      Its not a problem linking the user to their organization directly after the ticket is reviewed, but the main problem is getting the user to be linked to the correct organization at the time of ticket submission.

      Morten11
      • Morten11
      • December 14, 2023

      Custom Objects or some other customer database, like your CRM, would allow for more accurate mapping vx Organizations/email domains. You'd be able to make a new unique identifier for a client beyond email domain, e.g. client account number. In the best case scenario, you have a source of truth you can sync with Zendesk where you can map those clients into Custom Objects, Contacts with ZD users and then relate these so every time a user emails you, the Custom Object helps you route/trigger events/show contact context. 

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