Link customer accounts (account linking)

Account linking connects a ticket to the customer’s account in your own service, so agents see a green Verified customer badge and can jump straight to that customer in your admin. You configure it once with two URL templates under Settings → Integrations → Account linking.

How a customer becomes linked

A customer is verified when they have a linked account id — their externalId. That id is set automatically by SSO (the sub claim), by the create-ticket API (the externalId field) or the enrich callback, or manually by an agent. The same id fills the {account_id} placeholder below, so the badge and the deep link are always the same fact and can never drift.

Set the URL templates

As the account owner, open Settings → Integrations → Account linking (the section is headed Customer accounts).
Account page URL — the page for a single customer in your admin. Put {account_id} where the account id belongs, e.g. https://admin.yourapp.com/users/{account_id}. When a ticket’s customer is linked, agents get an Open in … admin link to this page.
Search URL (optional) — lets agents find an unverified customer in your admin so they can link them. Put {email} for the address, e.g. https://admin.yourapp.com/users?q={email}.
Service name (optional) — shown in agent labels like Open in YourApp admin. Leave blank for a generic “admin”. Up to 40 characters.
Click Save.

Template rules

Each template must include its placeholder exactly — {account_id} for the account page, {email} for search.
https only (plain http is allowed only for localhost in development).
The placeholder must sit in the path or query — never in the domain, username, or password, so the substituted value can never control the destination host.
No other { } placeholders — only the one required placeholder is substituted; anything else would render literally in the opened link.

The substituted value is URL-encoded, and the link opens in a new tab with rel="noopener".

Example

Account page URL:  https://admin.yourapp.com/users/{account_id}
Search URL:        https://admin.yourapp.com/users?q={email}
Service name:      YourApp

With that saved, a linked customer’s ticket shows a green Verified customer badge plus an Open in YourApp admin link; an unverified customer shows a search link so an agent can find them in your admin and link them.

Setting the account id

SSO — put your stable user id in the token’s sub claim (see Add a Contact Support link).
Create-ticket API — send externalId when you open the ticket.
Enrich callback — from your ticket.created webhook handler, call POST /api/tickets/{ref}/enrich with the externalId you looked up in your own database.