SupportService

Support Context

Give support agents the customer's role and company before they even open the ticket.

Start with 500 free creditsDocumentation

Email identity · 1,000 credits per lookup · no monthly fee

Ticket #4821

Priya N.

CTO · Relay · Enterprise plan

The problem

Support agents open every ticket blind. Is this the CTO of your biggest customer or a free-tier user? The first five minutes of every conversation get spent figuring out who's asking, and priority mistakes on enterprise accounts are expensive.

With Encrata

Enrich the requester's email when the ticket is created. Role, company and seniority land in the ticket sidebar before an agent even opens it, so triage can escalate by who the person actually is. One lookup per new requester, cached for repeat tickets.

How it works

1

Send the address

Call the identity endpoint with just an email address, no name, no company, nothing else required.

2

We resolve the person

Encrata matches the address against public profiles and returns name, role, company, location and social accounts.

3

Use the profile

Route, personalise, verify or investigate with a full picture of who is behind the address. Fields you ask for are the fields you get.

One call, structured answer

Support Context runs on the email identity lookup at 1,000 credits per lookup. Same API key, same JSON shape as every other Encrata lookup.

  • A match on 99.86% of addresses, near-zero dead lookups
  • Every field is labelled found or not found, so you never guess what to trust
  • Ask only for the fields you need with the fields parameter
  • One API call replaces minutes of manual research per contact
Terminal
curl -X POST "https://encrata.com/api/agent/email-identity" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"email": "jane@example.com"}'
response.json
{
  "email": "jane@example.com",
  "person": {
    "first_name": "Jane",
    "last_name": "Doe",
    "company": "Acme Inc",
    "job_role": "Head of Product",
    "city": "San Francisco",
    "socials": {
      "linkedin": "linkedin.com/in/janedoe"
    }
  },
  "credits": 1000
}

Context before the ticket opens

Enrich on ticket creation via your helpdesk's webhook, cache by address, and render role, company and plan tier in the agent sidebar. One lookup per new requester is the entire cost model, repeat tickets from the same person hit your cache. Map resolved company against your account list so enterprise customers are flagged automatically.

Sharper triage in both directions

Triage quality improves in both directions: the CTO of a six-figure account stops waiting behind free-tier password resets, and agents stop over-escalating tickets that merely sounded urgent. Post-incident, the enriched history also answers 'which enterprise customers were affected?' in a query instead of a spreadsheet archaeology session.

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$curl https://encrata.com/api/agent/lookup -H "Authorization: Bearer YOUR_API_KEY" -d '{"e": "satya@microsoft.com"}'