Connect Firebase

What this guide covers#

Connect Firebase or Firestore when customer account data lives in a Firebase-backed app.

Firebase context helps support answer questions about account state, entitlements, usage, device state, or app-specific records without asking engineering to look up each customer manually.

Setup steps#

1. Choose the Firebase project Letterbook should reference.
2. Create service credentials with support-appropriate access.
3. Select Firestore collections or Firebase data sources that support can safely use.
4. Map customer identifiers such as email, UID, account ID, or workspace ID.
5. Exclude collections that contain secrets or data unrelated to support.
6. Test lookups with representative customers.
7. Document field meanings in the internal knowledge base.

Configuration details#

• Use the minimum permissions needed for support workflows.
• Store credentials securely and rotate them when access ownership changes.
• Confirm how server-side credentials interact with your Firebase security model.
• Check how nested collection data is displayed and interpreted.

Identifier mapping#

Firebase apps often have several identifiers: auth UID, email, account ID, workspace ID, device ID, or billing customer ID. Decide which identifier Letterbook should use for each channel.

For API-created mobile tickets, send the UID or account ID directly when possible. For email-created tickets, make sure the email address can be matched to the correct Firebase record.

Testing checklist#

Test:

• Active customer
• Customer with multiple accounts or workspaces
• Customer whose email changed
• Missing customer record
• Nested data that affects support decisions
• Credential rotation and reconnect behavior