Support tiers group companies by account metadata and attach service-level response targets to the matching accounts.

Create a tier

  1. Open Support > Tiers.
  2. Create a tier and define the company metadata rules that identify eligible accounts.
  3. Set the response or service targets used for that tier.
  4. Save the tier and verify that expected companies match.

How matching works

Userorbit evaluates company metadata against the tier rules. Tiers are not manually assigned from the inbox.

Limits

  • A tier's default priority is not automatically applied to support threads.
  • Use workflows when matching threads need a priority, label, assignment, or notification action.

Troubleshooting

  • If a company does not match, check the exact metadata property and value.
  • If a thread priority is unchanged, add an appropriate workflow instead of relying on the tier alone.

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