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MKorzun
Helper ⭐️
Aug 26, 2025 6:52 PM UTC
Solved

Domain vs Contact Sync

Is there a way for us to see if an account is connected to Gainsight via a domain or contact sync? It would be very helpful to have this flag on the account so we know. 

    StairKateAnswer
    Gainsight Employee ⭐️
    Aug 26, 2025 7:03 PM UTC

    Staircase will use a combination of both domain and contact sync where applicable, it isn’t usually one or the other. If you see a domain associated to an account under settings > account domains, then domain sync is being used for that domain. If you see domains below that indicating they are shared, then Staircase is using the contact sync for those domains. Hope this helps. Thanks. 

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    3 replies

    Gainsight Employee ⭐️
    StairKateAnswer
    Gainsight Employee ⭐️
    Aug 26, 2025 7:03 PM UTC

    Staircase will use a combination of both domain and contact sync where applicable, it isn’t usually one or the other. If you see a domain associated to an account under settings > account domains, then domain sync is being used for that domain. If you see domains below that indicating they are shared, then Staircase is using the contact sync for those domains. Hope this helps. Thanks. 

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    MKorzunAuthor
    Helper ⭐️
    Aug 26, 2025 8:03 PM UTC

    Thank you, it helps a little. It is a cryptic way to identify the sync method. 

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    MKorzunAuthor
    Helper ⭐️
    Aug 28, 2025 6:02 PM UTC

    Hi ​@StairKate  - Digging a little deeper into this. 

    Scenario. We have two customers. Draco Enterprises and Potter Productions. 

    Draco Enterprises is a consulting firm. They utilize our software and have the domain draco.com assigned to their account in Staircase. 

     

    Potter Productions uses Draco Enterprises as a customer (Shocking! I know!) In a recent meeting about Potter Productions, only Draco Consultants were on the call. This call has therefore, incorrectly logged to the Draco account, instead of the Potter Account where it belongs. 

    The Draco participants on the call should not be associated with the Draco account, but rather the Potter Account.

    Here’s what we’ve tried: 
    1. Disabling the Draco Consultants on the Draco account and Adding them to the Potter Account. This made the meeting disappear and not show up on either account. 

    2. Renabled them on the Draco account, and left them also on the Potter account, which brought the meeting back, but still on the Draco account. 

    How do we get this meeting moved over to the correct account? 

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