"User Lookup" feature allows you to pull additional user information from any external service or API. The information received from the remote service will be displayed on the user profile page AND in user popup tooltip that shows up in many places in the app (like when you click a username that has just submitted a support ticket).
For example, you might want to pull some data from an external CRM system that shows that the user has been your customer for N years and the product they bought is "XYZ".
To enable User Lookup you need to enter the remote service URL. The URL should contain "#email#" string - it will be replaced with user's email address by helpdesk. Example URL:
A valid JSON response is required from the remote service. Learn more about User Lookup here.