Looking up customer account details

How to look up customer account details within Zendesk and customers.gitlab.com

Looking up customer account details

While working on tickets, you may need to look up customer information. Common use cases include associating tickets with the appropriate organization, checking a customer’s subscription plan and looking up the customer’s technical account manager.

In general, you should look for customer details in this order:

  1. GitLab User Lookup app in Zendesk
  2. Within customers.gitlab.com
  3. Within licenses in CustomersDot
  4. Within Salesforce (if you have access)

For an overview and runthrough of manual searching of SFDC, customers.gitlab.com, and license.gitlab.com (legacy), watch Amanda Rueda’s How to use Salesforce from a support perspective video.

GitLab User Lookup app in Zendesk

From the Zendesk GitLab User Lookup application you have access to the requester details in SFDC and GitLab.com.

Within customers.gitlab.com

  1. Log in to customers.gitlab.com admin area (sign in with Okta).

  2. In the Customers section, search for a domain or full email address.

    Search box in customers.gitlab.com customers section

  3. In the search results, click on the i icon to view the customer’s details.

    Search results in customers.gitlab.com customers section

  4. You can impersonate an account to find out if they have a current subscription through the customer’s detail page or by clicking on the home icon in the search results.

Note: be extra careful when searching using the customer’s domain: there can be generic domains that you are not aware of, and there can be large customers with multiple organizations using the same domain. Therefore, search by e-mail is more reliable.

Within licenses in customers.gitlab.com

All self-managed licenses including trial ones should be available in CustomerDot Licenses. Access is provisioned via Okta.

When the license ID is provided

If a customer provides you with their license ID, you may need to check for it in CustomersDot.

You can do so by appending the ID to the following URLs:

When the full license file is provided

Sometimes a customer may include the full license file to prove their support entitlement. There are two methods to decode a license. One method is to use a script and the other is to use the Rails console on a self-managed instance.

License Decoder

The easiest method is to use the License Decoder ruby script. It outputs nice clean information including links to subscription information and a direct link to the CustomersDot License page.

Follow the instructions in the project for installation and usage instructions.

From the Rails console

You can determine the license ID (and thus organization) by extracting the ID.

First, trim the carriage returns and/or new lines:

tr -d '\r\n' < file_name.gitlab-license

Then, from the Rails console on your own self-managed instance:

license = ::License.new(data: "<paste entire license key without the carriage returns>")

This will return nice URL that will take you the relevant license in CustomersDot.

=> "https://customers.gitlab.com/admin/license/<license_id>"

Within Salesforce

If you have access, you have the ability to look up the ticket requester’s organization directly directly in Salesforce.

Finding the customer’s organization

  1. Search for the customer’s domain (e.g. customer.com) or full email address (e.g. flastname@customer.com) in the search bar at the top of the Salesforce UI.

    Search bar, in repose

  2. 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 Salesforce search results

  3. Click the Account Name to view the customer’s organization page.

Note: in some cases you will need to search by e-mail and by domain. For example, if the e-mail has previously been associated with a trial account it will still be visible in SFDC but this might not be the same account that is used by the organization.

Finding the customer’s GitLab subscription information

In the customer’s organization page, look for the GitLab Subscription Information section. The most relevant pieces of information to support in this section are:

  • Support Level: Whether they are on starter or premium tier support
  • GitLab Plan (TEST): Which subscription plan they are on
  • Number of Licenses: The number of license seats which the customer is paying for
  • CARR: The total annual recurring revenue this customer brings

You can also confirm if the organization is a paying customer by look for the Type field under the Account Detail section. It should say Customer.

Finding the customer’s account owner

In the customer’s organization page, look for the Account Detail section. There should be an Account Owner field. This is the person responsible for the customer account.

Alternatively, look for the list of links just above the Account Detail section. Note: You may have to wait awhile as the list only loads after the rest of the page is loaded.

List of links above account details

Hover over the “Account Team” link to see a list of people who have handled the customer account.

List of account team members

Finding the customer’s renewal opportunity owner

In the customer’s organization page, look for the Opportunities table. Look for a row with a Close Date in the future and a stage that is not Closed Won or 10-Duplicate. This should generally be the first row.

List of account opportunities

The person responsible for the customer’s license renewal is listed under Owner Full Name.

Legacy license app

Historically, license.gitlab.com was used for creating and managing licenses. This portal was deprecated mid 2021, and made read-only on October 5, 2021. All new and existing licenses are managed in CustomersDot, and this is only noted for posterity.

Last modified August 21, 2023: Fix broken links across the handbook (7877c2be)