External data to enrich ticket context
Enrich tickets with data from plugins or APIs (orders, customer info) to help agents reply faster.
Showing customer data directly inside a ticket reduces context switching and helps your team reply faster—with more accurate AI drafts.
If you’d like to enrich tickets with external customer data (orders, subscriptions, CRM details, delivery status, etc.), we’d love to learn your use case and help you design the best sidebar experience.
At the end of this article, click Open a ticket and tell us:
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which system you want to connect (Shopify, Stripe, HubSpot, internal DB, etc.)
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what fields your agents need to see
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how you identify customers (email, order ID, account ID, domain, etc.)
How it helps
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Faster triage — agents see key customer context without leaving the ticket
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Better AI drafts — the AI can reference relevant facts (plan, tier, order status) instead of guessing
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Fewer mistakes — reduced copy/paste and fewer manual lookups
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Consistent support — the same fields appear for every ticket, for every agent