From our Support manager: As you might know, when a client comes onboard, we have to set up a client manually in Zendesk as an organization. In setting up the organization, we set up the organization name and email domain(s) the client comes from to match what is in Salesforce for that particular account. This will generally allow integrations to work with SFDC and Gainsight.
Regarding our Gainsight widget, unfortunately, the system will not allow me to make a connection to the same account in Gainsight until the client puts in a ticket. Once that happens it will show a box like below to connect to, and then it will show the info we need for potential escalation.
The problem we face is the team may be unsure about clicking this to confirm the account if the client ticket comes in at off hours, especially if there are other potential matches to connect to. Because of this, the team will have to escalate to myself or someone at Tier 2 to validate, and it may delay resolution to an issue.
Can we potentially optimize a solution where upon creating the Zendesk org, I can connect with Gainsight at that time? We shouldn't have to wait for a client ticket at 3am to make the connection, or create a dummy ticket with a dummy user in that org we set up.
(Feedback already received: the only option we could think of to reduce the effort on your Zendesk Team would be if there was a way that the Zendesk Org ID was pushed automatically to the Salesforce Account (example, via a SFDC-Zendesk integration). At that point you could set up automapping and have the tickets automatically synced to Gainsight once they were created for a Zendesk Org.) » we are trying to get the integration to SFDC but it is taking a while...
Can the product be enhanced to allow Zendesk Orgs to sync with Gainsight even when no tickets exist for that Zendesk Org ID?
