Hi HL ProTools Team,

I'd like to suggest a new reporting feature to improve visibility into customer engagement with support across sub-accounts.

Current Limitation:

At the moment, the only way to check which customers have interacted with support is by manually reviewing the Archived messages. While this provides some basic insights—like the number of messages and repeated customer names—it becomes time-consuming and unscalable as the number of sub-accounts grows. With hundreds of accounts on the horizon, this process is not efficient for proactive management.

Proposed Solution:

Please consider adding a Support Engagement Overview Report that includes:

A list view showing all customers across all sub-accounts.

Engagement status indicators (e.g., engaged/not engaged within a selected date range).

The ability to filter or sort by sub-account, last support interaction, and engagement frequency.

Identification of users who have never used the 24/7 support chat.

Export or integration options for creating campaigns to re-target or re-market customer support features.

Why It Matters:

Understanding who is engaging with support helps us identify active users versus those who may need more onboarding or outreach. This visibility would also help us scale our customer experience and support strategies, especially as we grow.

Thanks for considering this suggestion—it would really enhance our ability to manage and engage with customers effectively.