Overview

Accounts are the foundational entities that represent customer organizations in the Thena platform. They serve as a central hub for managing customer relationships, hierarchies, and associated business data across all platform services.

Understanding accounts

Core purpose

A central system for managing customer organizations, their relationships, and business operations across the platform. Accounts serve as the foundation for all customer-related activities and data management.

Key features

• Complex organizational hierarchies
• Parent-subsidiary relationships
• Multi-level account management
• Comprehensive data tracking
• Flexible classification system

Integration capabilities

• Seamless tickets integration
• Workflow automation
• Custom field support
• API-first architecture

Accounts form the backbone of customer relationship management in the Thena platform, providing context for tickets, teams, workflows, and other platform features.

Core capabilities

Organization management

• Company profiles
• Business identifiers
• Industry classification
• Account health tracking
• Territory management

Relationship management

• Parent-subsidiary links
• Partner relationships
• Contact management
• Team associations
• Access controls

Standard fields

All fields support custom validation rules and can be extended with custom fields based on your business needs.

The following fields can be customized with your own values based on your business requirements:

account_status: Account lifecycle states
account_classification: Business segmentation
account_health: Health indicators
account_industry: Industry categories
contact_type: Contact role types
activity_type: Types of activities
activity_status: Activity states
note_type: Note categories
task_type: Task categories
task_status: Task states
task_priority: Priority levels

Required fields

Name	Type	Options	Mandatory for API Creation	Comments
Account ID	Auto Number	N/A	No (Auto-generated)	Unique identifier for each account
Account Name	Text	Max length: 255	Yes	Legal/Trading name of the company
Primary Domain	Text	Max length: 255	Yes	Company’s email domain (e.g., @company.com)

Optional fields

Name	Type	Options	Mandatory for API Creation	Comments
Secondary Domain	Text	Max length: 255	No	Company’s secondary domain
Logo	URL	N/A	No	Logo of the company
Industry	Picklist	Technology, Healthcare, Finance, Retail, etc.	No	Primary industry of the account
Description	Long Text	Max length: 32,768	No	Additional notes about the account
Annual Revenue	Currency	N/A	No	Company’s reported annual revenue
Employees	Number	N/A	No	Total number of employees
Website	URL	N/A	No	Company’s official website
Billing Address	Address	Street, City, State, Country, ZIP	No	Primary address for invoicing
Shipping Address	Address	Street, City, State, Country, ZIP	No	Address for product deliveries
Status	Picklist	PROSPECT, TRIAL, ACTIVE, CHURNED, ACQUIRED	No	Current state of the relationship
Classification	Picklist	ENTERPRISE, MID_MARKET, SMB, STRATEGIC	No	Classification of the account
Health	Picklist	RED, YELLOW, GREEN	No	Health of the account
Account Owner	Lookup	Active Vendor Users	No	CRM user responsible for the account
Organization ID	Lookup	Organization ID	No	The platform’s Organization ID
Source	Text	Max length: 255	No	Source of the account (e.g., Slack, Custom App)
Created Date	DateTime	N/A	No (Auto-generated)	Timestamp of account creation
Last Modified Date	DateTime	N/A	No (Auto-generated)	Timestamp of last update

Associated entities

Contacts

Customer contacts with roles:

Primary contact: Main point of contact
Billing contact: Handles financial matters
Legal contact: For contractual communications
Executive contact: Senior management contact

Learn more about Contacts →

Activities

Track interactions:

Meetings: In-person or virtual discussions
Calls: Phone or video conversations
Emails: Email communications
Site visits: On-premise interactions

Learn more about Activities →

Notes

Document management:

General notes: Day-to-day updates
Meeting notes: Discussion summaries
Call summaries: Call interaction records
Email records: Important email documentation

Learn more about Notes →

Tasks

Action items:

Follow-ups: Scheduled check-ins
Reviews: Regular assessments
Approvals: Authorization workflows
Custom tasks: Business-specific actions

Learn more about Tasks →

Account relationships

The platform enforces relationship rules to prevent cyclic dependencies:

Maximum hierarchy depth: No limit
No circular relationships allowed
Each account can have only one parent
Child accounts inherit certain properties from parent

Custom fields

Extend account capabilities

The Thena platform allows you to extend account entities with custom fields to capture business-specific data. Common use cases include:
• Industry-specific metrics
• Custom scoring models
• Compliance requirements
• Integration mappings
• Business unit specific data

Custom fields support various data types including text, number, date, picklist, multi-select, and more. For detailed information about implementing custom fields, refer to our Custom Fields documentation.

Best practices

Data quality management

Maintain accurate company information
Regular data validation
Consistent naming conventions
Complete required fields

Relationship management

Document hierarchy changes
Track key contacts
Monitor account health
Regular engagement tracking

Process automation

Set up health scoring rules
Configure automated alerts
Define workflow triggers
Enable team notifications

API endpoints

Sample account

{
  "name": "Acme Corporation",
  "primaryDomain": "acme.com",
  "description": "Global technology company specializing in cloud infrastructure and AI solutions",
  "source": "hubspot",
  "accountOwnerId": "USER123",
  "logo": "https://acme.com/brand/logo.png",
  "status": "ACTIVE",
  "classification": "ENTERPRISE",
  "health": "GREEN",
  "industry": "TECHNOLOGY",
  "secondaryDomain": "acme.io",
  "annualRevenue": 50000000,
  "employees": 500,
  "website": "https://acme.com",
  "billingAddress": "100 Technology Park, Suite 200, San Francisco, CA 94105, USA",
  "shippingAddress": "100 Technology Park, Suite 200, San Francisco, CA 94105, USA",
  "customFieldValues": [
    {
      "fieldId": "customer_success_tier",
      "value": "premium"
    }
  ],
  "addExistingUsersToAccountContacts": true,
  "metadata": {
    "preferredContactMethod": "email",
    "timezone": "America/Los_Angeles",
    "customerSince": "2023-01-01"
  }
}

When creating an account, the system will add additional fields in the response such as uid, createdAt, updatedAt, isActive, memberCount, and createdBy. Only name and primaryDomain are required fields.

Available operations

Account management

# List all accounts
GET /v1/accounts

# Create account
POST /v1/accounts
Content-Type: application/json

# Get account by ID
GET /v1/accounts/{id}

# Update account
PATCH /v1/accounts/{id}
Content-Type: application/json

# Delete account
DELETE /v1/accounts/{id}

All endpoints require authentication and appropriate permissions.

For detailed API specifications, see Account Management

Custom fields

Extending accounts with custom fields

Teams

Managing team access and permissions

Introduction

Core concepts

Apps framework

Platform events

Understanding accounts

Core purpose

Key features

Integration capabilities

Core capabilities

Organization management

Relationship management

Standard fields

Required fields

Optional fields

Associated entities

Account relationships

Custom fields

Extend account capabilities

Best practices

API endpoints

Sample account

Available operations

Custom fields

Teams

​Understanding accounts

Core purpose

Key features

Integration capabilities

​Core capabilities

Organization management

Relationship management

​Standard fields

​Required fields

​Optional fields

​Associated entities

​Account relationships

​Custom fields

Extend account capabilities

​Best practices

​API endpoints

​Sample account

​Available operations

​Related resources

Custom fields

Teams

Understanding accounts

Core capabilities

Standard fields

Required fields

Optional fields

Associated entities

Account relationships

Custom fields

Best practices

API endpoints

Sample account

Available operations

Related resources