Support Domain Views: Data Projections and Sources

Each view in the Support domain is a real-time projection assembled from multiple source systems. Views update as events arrive and as users interact with them, so teams always see current context.

View	Purpose	Source Data	Projection Rule
Ticket Queue	Track, organize, and prioritize open work	Zendesk, Intercom, Freshdesk	Group by status, priority, SLA, assignee; sort by urgency
Escalations	Manage active handoffs to engineering or leadership	Zendesk, Jira, Linear, PagerDuty	Union all escalated items by last updated and severity
Active Incidents	Coordinate multi-ticket incidents and on-call response	PagerDuty, Sentry, Slack	Link incidents by shared tags, time windows, and affected accounts
SLA Dashboard	Monitor SLA performance across queues and teams	All help desk sources	Aggregate SLA states; highlight breached, at-risk, and healthy items
Knowledge Base	Surface reusable guides and agent suggestions	Zendesk, Intercom, internal Markdown	Index for full-text search; rank by recency, usage, and match score
Customer 360	View full account history and status	Zendesk, Intercom, Salesforce (via connectors)	Assemble related tickets, contacts, and recent events by account

Each projection is governed by context scope and authorization. Only data your role can access appears in the view.

Domains Overview

Account Success

Technical Account Success

Business Operations

Finance & RevOps

Sales

Marketing

Content

Service

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Personal

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Legal

Support

Founder Ops

Operations

Support Domain Views: Data Projections and Sources

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