High-Touch Accounts

Customer organizations or accounts that generate significantly higher support volume than average, requiring dedicated attention or specialized handling. Often defined as accounts exceeding a threshold like the top 10% by ticket volume.

Why High-Touch Accounts Matters

Signals which accounts justify dedicated support resources or custom SLAs. Helps allocate team capacity and plan for enterprise support needs.

How to Calculate

Organizations ranked by tickets per organization where volume exceeds defined threshold (e.g., top 10% or >50 tickets/month)

In TicketBoard

TicketBoard helps you track high-touch accounts and related metrics from your Zendesk data. Connect your account for instant visibility.