Position Overview
Set up separate dbt brand in fivetran1813, with its own, theme, ticket form, and entry point
Route ticket forms, email addresses, and support addresses to the correct brand.
Ensure customers only see content, forms, and ticket-management features for their own brand.
Support dbt's Premium behavior: only Premium customers can manage tickets in the help center (non-Premium dbt customers cannot). Fivetran customers keep their current access.
Deliverables: brand and help center configuration, brand-specific themes, form/field mapping, and a test plan.
Dual SSO authentication
Add SSO for dbt customers while keeping the existing Fivetran customer authentication (JWT remote auth from working unchanged.
Customers of each brand authenticate with their own identity provider. Users who have both products must have a clear, working path.
Deliverables: configuration, user-flow documentation, and test results for dbt-only, Fivetran-only, and dual-product users.
Migrate orgs, users, and tickets
Build and run migration scripts from the dbt Zendesk instance to fivetran1813 for:
Organizations linked to a dbt Salesforce account with status = Customer
Users for those organizations
Open and historical tickets, including comments and attachments
Preserve ticket history, requester/assignee mapping, tags, custom fields, and timestamps. Make historical tickets searchable by agents.
Org key (external_id) is pending a decision (Billing ID, dbt Cloud account ID, or SFDC account/domain). Design the scripts so the key can change.
Required: ID-mapping tables, idempotent and re-runnable scripts, dry runs, deduplication of users, and a reconciliation report (counts in vs. out, orphaned records).
Plan for at least one trial migration, a delta migration right before cutover, and a final reconciliation.
Migrate dbt Zendesk rules, kept segmented
Audit dbt triggers, automations, macros, views, SLA policies, ticket forms, and custom fields. With dbt support, decide what to migrate, merge, or retire.
Recreate the approved items in fivetran1813 so they apply only to dbt tickets (scoped by brand, group, or org attribute). Do not alter existing Fivetran rules' behavior.
Apply a naming convention and ordering that make dbt rules easy to identify and trigger order predictable.
Deliverables: audit spreadsheet, migrated rules, regression tests proving Fivetran ticket behavior is unchanged.