Group contacts into companies

Three colleagues from the same customer write in separately about the same rollout. Handled in isolation, each conversation loses the account behind it. Nobody sees that this is one organisation asking one thing three ways. When you support businesses rather than consumers, the account is the unit that matters. As part of the Got Your Back release, we’re taking a closer look at companies.

One record for the whole organisation

A company record groups the contacts that belong to the same organisation, so every person and every conversation from one customer sits in one place. Instead of a stream of unconnected names, you see the account: who has written, about what, and how it’s really going.

Grouping that maintains itself

Contacts are matched to a company by their email domain as they arrive, so the grouping happens without manual filing. You define which domains belong to a company and exclude the shared ones (the free webmail providers) that should never match by accident. When the domain doesn’t tell the whole story, you can match a contact by hand, and you can create company records directly or merge duplicates when the same organisation turns up twice.

In step with the rest of your stack

Company records can be filled from a connected CRM sync, so support and sales work from the same view of an organisation. Companies carry tags and custom fields, appear in the audit log, and fire their own webhook events, so you can prioritise and route by account, and give your largest customers the attention they’re paying for.

Where to find it

Companies appear in the contact panel and in their own section of settings, where domain matching and CRM sync are configured. It’s part of the autumn Got Your Back release. Companies is available on Herodesk Pro. Read more on the Companies feature page.