Determine how to verify a user should be associated with an org in ZD
Problem Statement
The current process is not very efficient. It has us waiting for Sales to confirm users when they are not listed in SFDC.
Not only does this impact the support a user is receiving, but it is silly to think all those who would contact support would be under Contacts in Salesforce. Those should be used for Sales Contacts, not support contacts.
Proposal
I propose we talk/work with Sales to determine an exact process and list of criteria support can use to verify a user should be associated with an organization.
An example list might be:
- The user can submit a screenshot of the
/admin/license
page - The license holder contacts us asking us to add a user
With that list, we would either be adding an admin of the GitLab instance or have the permission of the person who purchased the license.
DRI
@lyle will act as the DRI for this issue.
Required Resources
- This will require a handbook change
Potential Roadblocks/Things to consider
We would need to speak with Sales to determine this
Desired Outcome
Support has an efficient and simple way of verifying when to and when not to add a user to an organization in Zendesk.
Feedback from Support team, feedback from Sales team, review of tickets involving adding a user to an org (perhaps via the needs-org tag or a new tag we make?)
This issue initially, and then to a support-team-meta issue for discussion