How to create and manage accounts
Last updated October 8, 2026
Overview
Accounts represent the companies or organizations your customers belong to. The "Accounts" page brings every registered account together in one place, with key metrics such as customer count, sessions and CSAT scores, so your team can see the health of each customer relationship at a glance instead of relying on scattered spreadsheets.
Each account can hold a contact email, your internal account ID, a website, a custom icon, a primary contact, an account manager and a secondary account manager, and one or more mapped email domains. Opening an account shows every customer linked to it and every ticket tied to it, and the account side panel lets your team keep timestamped account notes.
Key Features
- Central account list: View all registered accounts with metrics such as customer count, sessions and CSAT scores.
- Side panel details: Hover over any row to see the full account details in the right side panel.
- Account page with tabs: Click a row to open the account and review its "Customers" and "Tickets" tabs. The tab labels show the count, for example "Customers (xx)" and "Tickets (xx)".
- Add customers from the account: Add new customers directly from the account's "Customers" tab.
- Open tickets from the account: Open and manage any ticket directly from the account's "Tickets" tab.
- Account owners: Assign an "Account manager" and a "Secondary Account manager", so coverage never depends on one person.
- Primary contact: Select or create the customer who is the main point of contact for the account.
- Multiple domains: Map more than one email domain to the same account with "Add another one".
- Logo: Upload an icon from your computer or from a link, so the account is easy to recognize.
- Account notes: Leave notes that are automatically stamped with your name, date and time.
- Safe deletion: Deleting an account requires typing "delete" to confirm.
Core Concepts & Components
| Component | Description |
| Accounts list | The table of all registered accounts, with metrics such as customer count, sessions and CSAT. |
| Account information side panel | Shows "Name" (with a copy icon), "ID", "Number of customers", "Number of tickets", "Number of sessions", "Avg. CSAT", "Contact email", "Website", "Primary contact", "Account manager" and "Secondary account manager". Click "Show all account information" to expand the remaining fields. |
| Customers tab | Every customer linked to the account, with details such as phone number, ticket history, session activity and last active status. |
| Tickets tab | Every support conversation tied to the account, with details such as channel, status, customer name, message preview and last activity date. |
| Account notes | Notes about the account. Each note is stamped with the author's name, date and time. |
| Mapped domains | The email domains that belong to the account. An account can have more than one. |
How to create an account
Use this guide to create an account manually. Start with the account name; the fields under "Show additional fields" let you capture more detail.
- Click the main menu button and select "Accounts".
- Click "Add account".
- Enter the account name. This is the name your whole team will recognize the account by.
- Click "Show additional fields" to display the optional fields, and complete the ones you need:
- "Email": The contact email, used as the primary address associated with the account.
- "Account ID": The account's ID in your own internal systems.
- "Website": The company's website URL.
- Logo: Click the image icon and choose how to add the logo:
- "My Device": Upload an image saved on your computer.
- "Link (URL)": Paste a web link to the image.
- To skip the logo, close the upload window (or press ESC).
- Primary contact: Open "Select or create primary Contact" and select the customer who will be the main point of contact. You can also create a new contact from this dropdown.
- "Account manager": Select the teammate who owns this account relationship day to day.
- "Secondary Account manager": Optional. Select a second teammate to back up the account manager.
- Domains: Enter the account's email domain. To map more domains to the same account, click "Add another one". To remove a domain, click the trash icon next to it.
- Click "Create".
The new account opens immediately. Its "Customers" table shows "No data" until customers are linked to the account; check the "Tickets" tab to see the account's tickets as they arrive.
How to add an account note
- Click the main menu button and select "Accounts", then select the account.
- In the side panel, under "Account notes", click "Add note".
- Type the note in the "Type in a note..." field.
- Click "Add note". The note is saved with your name, the date and the time.
How to delete an account
- Click the main menu button and select "Accounts", then select the account.
- In the "Account information" side panel, click the ellipsis icon and select "Delete account".
- Type "delete" in the confirmation field.
- Click "Delete account [account name]" to confirm.
FAQs & Troubleshooting
Can an account have more than one email domain?
Yes. In the account form, click "Add another one" to map each additional domain. Click the trash icon to remove a domain added by mistake.
Do I have to add a logo?
No. The logo is optional. If you open the upload window and change your mind, close it and continue.
Can I add a customer to an account from the account page?
Yes. Open the account and add the customer from the "Customers" tab.
Why is the "Customers" table empty on my new account?
A new account has no linked customers yet, so the table shows "No data". Link customers to the account when you create or edit them, or turn on auto-assign by email domain.
Who is stamped on an account note?
Each note is automatically stamped with the name of the person who added it, plus the date and time.
Can I restore a deleted account?
No. Deleting an account is permanent, which is why Atlas asks you to type "delete" before confirming.