User Association

Support Operations documentation page for Zendesk user association

User association is a very specific and particular process. This is for both security and accuracy.

Via Zendesk

Note This only applies to Zendesk Global for organizations not using a contact management project.

Before proceeding, ensure a user has either proved their support entitlement or the request to associate the user in question is coming from an already associated user (of and organization not using a contact manaement project).

If the organization does not have a contact management project, you may then associate the user to the organization by copying the full organization name and then pasting it in the Org input field for the user in question (make sure to click the organization that appears after doing so to finish the association).

Proving support entitlement

When a user is not associated to an organization, they may need to prove their support entitlement. You can request this using the macro Support::Support Ops::Proof of support entitlement.

Once the user has replied with the requested information, the next steps depend on the product offering being used (see Locating the Salesforce ID for SaaS customers or Locating the Salesforce ID for Self-Managed customers for more info). Ultimately, we need to get the Salesforce ID so we can search for them in Zendesk.

Note: This can be tricky and some nuisances can occur. If you encounter issues locating an account, please reach out to your fellow Support Operations Specialists for assistance.

Once the Salesforce ID is located, search Zendesk to locate the organization. You want to search based on the salesforce_id field, so you would want your search query to look like:

salesforce_id:ID_NUMBER* Replacing ID_NUMBER with the Salesforce ID you located (putting the asterisk at the end ensures your search will work regardless of the ID value being the 15 or 18 character ID). Make sure to click the Organizations tab of the search results!

Once you have located the organization, check if it has a contact management project or not. The quickest way to do this is to go to the organization’s page and check if the Contact Management Project ID field is blank or not.

If the organization has a contact management project, we cannot proceed forward. The organization would need to add the user in question via the contact management project.

Note: If customer purchased AWS license (AWS AMI with GitLab domain email), please use this organization to associate. Please read the organization notes carefully.

Locating the Salesforce ID for SaaS customers

For SaaS customers, we need to use a combination of the GitLab Super App and the Support Ops Super App.

To start, you will need to locate the parent namespace that has a valid paid subscription. To do this, search for the user in question via the GitLab Super App, using the User Lookup plugin. Once you have done the search, click the Group memberships list and review the output provided. You are looking for a namespace with a paid subscription (bronze, silver, or gold) that is not an internal team member namespace. You want the value right after groups/ in the URL (and nothing after it).

An alternative is if, when you do the User Lookup, you see the Provisioned by value shows an ID or namespace. If that is the case, you can use that value.

Note If the user not a a member of a paid namespace and the value of Provisioned by is null, the user has not passed proving support entitlement. They will need to be added to a paid namespace before we can proceed.

With that value, use the Namespace Lookup plugin in the Support Ops Super App to search for the top-level namespace. The output from this plugin will give you the namespace’s ID.

Locating the Salesforce ID for Self-Managed customers

For Self-Managed customers, we need to locate them in cDot:

  1. Locate the customer account in cDot
  • If given a license ID number:
    1. Navigate to (replacing xxx with the license ID)
    2. Copy the Email on the license and search cDot using that (via the customer page). Make sure to end on the Show page of the customer pages.
  • If given the license email. search the licenses (via the license page). Then use the information detailed above (If given a license ID).
  1. Locate the billing account of the customer in cDot. This is done on the customer page by clicking the link for Billing accounts
  2. Copy the Salesforce ID

Via contact management projects

Note This only applies to Zendesk Global.

As the organization controls who is/isn’t in the contacts.yaml files for these, we are not involved on these.

For information on managing a contact management project, please see Contact Management Projects.

Via the zendesk-salesforce sync

Note This only applies to Zendesk US Federal.

As the management of organization contacts is handled solely via the zendesk-salesforce sync, we are not involved on these.

For information on how the contacts are sync, please see Zendesk US Federal users sync

Change management

These are done solely via tickets.

Last modified August 2, 2023: Fix markdown lint errors (78cb7eda)