Active accounts

Term name

Active accounts

Purpose

Track the number of unique customers (accounts) who reached out over a given period to monitor volume trends and anticipate resourcing needs. Use this metric to answer questions like:

• Is support demand concentrated in a few power users or broad across accounts?

• Are issues rare or affecting many customers?

• Do specific product updates increase the number of customers needing help?

Definition

Count of distinct accounts who sent or received a message during the selected time period.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart (coming soon)

• Customer satisfaction report

  • Key metrics chart

• Workload report

  • Key metrics chart

FAQ

• Data is not available retroactively. Metrics for an account are only available after the account has been created.