Account Intelligence

Account intelligence helps support teams understand who is asking, what account they belong to, what has happened before, and what work is still open.

Sources of Account Context

Source	What it contributes
Conversations	Recent support history, channels, status, and customer details.
Clients	Account-level aggregate view across conversations and issues.
Widget presence	The page or product area where a known customer is active.
Custom fields	Workspace-specific account and customer attributes.
Issues	Open bugs, requests, blockers, and follow-up work.

Operator Uses

Prioritize high-value or blocked accounts.
Avoid asking customers to repeat context.
Find active issues before replying.
See whether a customer is currently active in the product or docs.
Group support patterns by account, plan, product area, or custom fields.

Good Data Habits

Keep customer names, emails, and account names consistent.
Use custom fields for attributes that matter to routing or reporting.
Avoid storing secrets or sensitive identifiers in freeform notes.
Convert durable requests into issues so account history stays actionable.

Last modified on June 30, 2026