Helpdesk User Lookup - Pull Customer Data Into Your Tickets

An email address is just the start.

When an agent opens a user profile, Jitbit asks your endpoint for extra information about that email address. You choose which details to return, and Jitbit displays the JSON key-value pairs on the profile.

{
  "Plan": "Business",
  "Account status": "Active",
  "Account owner": "Morgan Lee"
}

Bring the answers your agents keep looking for.

• Orders & shippingReturn order history, shipping status, and return eligibility from your store's database. Handle an order inquiry with the details already at hand.
• Subscriptions & billingShow the customer's plan and billing status. Give your SaaS support team context for account and feature questions.
• Employees & equipmentLook up a department, assigned hardware, or access permissions from your internal systems to help IT investigate requests.
• CRM & account ownershipBring in the account owner, deal stage, or customer history so agents know who to involve and what has happened before.

Your endpoint can fetch and combine data from other services, including Salesforce, HubSpot, or Stripe. You write the connection logic and return the fields you want Jitbit to display.

One endpoint. A few setup steps.

You will need a developer to create the lookup endpoint. Once it is ready, configure the URL in Jitbit's admin panel.

1. Build your endpoint.
   Accept an email address in a GET request, look up the customer, and return valid JSON with the fields agents should see.
2. Open Custom User Lookup.
   In the admin panel, go to Integrations → Custom User Lookup.
3. Add your endpoint URL.
   Include #email# in the URL. Jitbit replaces this placeholder with the user's email address.
4. Open a user profile.
   Jitbit calls your endpoint from the helpdesk server and displays the returned key-value pairs on the profile.

Example endpoint URL

https://yourserver.com/lookup.php?email=#email#

Secure the endpoint you expose.

Your endpoint controls access to the customer data. Add authentication and restrict access before connecting it to Jitbit.

Return only the customer fields your support team needs. The example below shows the database lookup; add your endpoint's access controls before using it in production.

Code sample: look up a user in MySQL

This PHP example queries a database by email and returns the result as JSON. Adapt the connection settings, table, and fields to your application.

<?php
header('Content-Type: application/json');

$email = $_GET['email'] ?? '';
$conn = new mysqli('localhost', 'username', 'password', 'myDB');
$conn->set_charset('utf8mb4');

$stmt = $conn->prepare(
    'SELECT Age, Address FROM MyUsers WHERE email = ?'
);
$stmt->bind_param('s', $email);
$stmt->execute();

$row = $stmt->get_result()->fetch_assoc();
echo json_encode($row ?? new stdClass());

$stmt->close();
$conn->close();

The query uses a parameter for the email address, and json_encode handles JSON escaping for the returned values.