Bulk Mapping of Zendesk Organizations to Gainsight Companies

​Overview

This article explains how to map all of the Zendesk Organizations to Gainsight Companies in a single configuration. This configuration helps automatically populate the Company name for each Zendesk ticket of a Zendesk Organization.

The Org Mapping Setup feature at Administration > Connectors > Zendesk enables you to accelerate and automate the process of mapping Zendesk Organizations to Gainsight Companies. You can upload a CSV file containing a bridge table for Zendesk Organizations and Companies, select a Gainsight custom object, or a standard object to store the Zendesk Organizations and Company mappings.

Notes:

• If you already have the Zendesk Organization and Company stored in the Company object, you can use that object directly in Automatic Mapping Options.
• Data Upsert is performed when you choose Automatic Mapping Options or Upload via CSV.
• No validations are performed to check if the mapping data that is uploaded is correct.

Gainsight NXT in Salesforce CRM

Prerequisite 

• Create a list of all the Company IDs, Zendesk Organization IDs, and names to perform a successful mapping.

Notes:

• You can arrange the list according to CSV Format for mapping, or you may prefer to use a custom object that stores the collected data required for mapping.
• Gainsight syncs 100K records in the first run. Remaining records are fetched in the next run.

CSV Format 

The CSV file should be of the following format:

ZendeskOrganizationId, CompanyName, ZendeskOrganizationName, CompanyId

Notes:

• Supports CSV file size of up to 4 MB.
• Validations are performed only on ZendeskOrganizationId and CompanyId.

Gainsight NXT in Salesforce CRM

Map Zendesk Organization to Companies

To map Zendesk Organizations to Companies:

1. Navigate to Administration > Connectors > ZENDESK CONNECTOR.

2. In the enter subdomain field, enter the subdomain name.

3. Click AUTHORIZE.

4. Refresh the page to see the Org Mapping Setup feature.

5. Perform org mapping with either of the following options:

   • Upload via CSV

   • Automatic Mapping Options

Notes:

• You may encounter a Heroku timeout based on your Internet speed. In this case, upload the CSV file again.

• You must use the following data types for mapping:

  • For Company ID: GSID (If you consider Company object for mapping) or GSID having lookup to Company.

  • For Company Name and Organisation Name: String fields.

  • For Organisation Id: String or Number.

Gainsight NXT in Salesforce CRM

Upload via CSV 

To upload records via CSV:

1. Click Upload via CSV.

2. Click BROWSE and select the appropriate CSV file.

3. Click UPLOAD NOW.

You will receive an email that contains the number of records successfully uploaded and failed. In addition, the email includes an attachment that contains the list of records that have failed, if any.

Notes:

• If your Gainsight NXT org does not have Salesforce CRM connection, Use Company Id checkbox cannot be deselected. Your CSV file should have columns as listed in the section, CSV Format. 
• If a Salesforce connection is established in your Gainsight NXT org using Salesforce Connector, you can select Use Company Id checkbox to populate Company details (CompanyId, CompanyName) through CSV file. You can deselect Use Company Id checkbox to populate SFDC Account details (CompanyId, CompanyName) through CSV file. It is the Admin's choice to map Zendesk Org details with specific system details (Either with Gainsight Company or SFDC Account).

Automatic Mapping Options 

To upload data using an object:

1. Click Automatic Mapping Options.

2. From Auto Mapping Object, select the Gainsight custom object where the Zendesk Organizations and Company mapping details are stored. For example in the image above, you can select the Zendesk Bulk Mapping object, which is a custom object.

Note: The Field Mapping section displays all of the fields from the selected custom object.

3. Complete the field mappings as shown below:

   1. From Company Id, select the field that represents the Gainsight Company ID.
      
      Note: This field must be a lookup or a master-detail relation to Account.

   2. From Company Name, select the appropriate field that represents the company name.

   3. From Zendesk Organization Id, select the appropriate field that represents the Zendesk organization ID.

   4. From Zendesk Organization Name, select the appropriate field that represents the Zendesk organization name.

4. Click SAVE.

Note: You cannot deselect either MDA or Use Company Id checkboxes If your Gainsight NXT org does not have Salesforce CRM connection.

Gainsight NXT in Salesforce CRM