add domain verification when ownership is lost (#14131)

* add domain verification when ownership is lost

* Fix typos

* Update contents/handbook/engineering/operations/support-hero.md

Co-authored-by: eleftheriatrivyzaki <[email protected]>

* Update steps for organization ownership transfers

Added additional steps for handling organization ownership transfers.

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Co-authored-by: PostHog <[email protected]>
Co-authored-by: eleftheriatrivyzaki <[email protected]>

Author: 3 people

contents/handbook/engineering/operations/support-hero.md

@@ -264,12 +264,15 @@ It's fine to politely direct users to the docs for [self-serve open-source suppo
 
 ## How should I handle organization ownership transfers?
 
-In case a user requests for organization permissions to be altered (e.g. the admin left the company) follow these steps:
-
-1. Ask them to get the current owner to log in and transfer the ownership.
-2. If they have access to the current owner’s email, ask them do a password reset and then login as the owner and perform the action themselves.
-3. If not, we should email the account owner’s email to see if we get a bounce back. Also check how long it is since they logged in.
-4. If they’re on a paid plan we might need to switch the contact on Stripe.
+In case a user requests for organization permissions to be altered (e.g. the only member with owner membership left the company) follow these steps:
+
+1. The ticket should be assigned ideally to Platform features
+2. Ask the user to get the current owner to log in and update ownership.
+3. If the owner left and they can get access to the current owner’s email, ask them do a password reset and then login as the owner and perform the action themselves.
+4. If not, we should email the account owner’s email to see if we get a bounce back. Also check how long it is since they logged in.
+5. If accessing the current owner's email is not an option, we should have the person requesting access verify their domain ownership by providing a TXT record example for posthog verification.
+6. Once verified, membership can be updated for the request. 
+7. Note, if they’re on a paid plan we might also need to switch the contact on Stripe via a separate request to billing @posthog.com
 
 ## How should I handle 2FA removal?