[abbott4321]

Front also rolled out support for "accounts" last year which sounds exactly like what you are trying to do. It aggregates a set of contacts under an account and lets you use accounts through the whole application.

You can see all of the communication from a company across all channels (support, sales, success), get automatically notified if someone else in the organization replied recently, do routing/classification based on account data (account size, account owners), and filter analytics by account.

Worth a look if you're considering going off Helpscout.

[rekoros]

Just to clarify, you get this account-level view from the perspective of the vendor, correct?

(i.e. if I'm an end user and I use Front to get support from my vendor - will my colleagues be able to get involved in sorting through my issue?)