Features

👥 Customer management

A permanent record of every person and company you serve, with the whole relationship on one screen instead of scattered across employee inboxes.

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What is it?

The customer record holds contact details, the company they belong to, every ticket they have ever raised, all previous correspondence, attachments, private staff notes, custom fields and an activity trail.

Records are created automatically the first time somebody emails you, by self-registration on the portal, by import, or manually by staff.

Why does it exist?

Support quality collapses when the customer’s history lives in one employee’s head. The fifth conversation should be informed by the previous four, whoever is handling it.

For business customers the company record matters as much as the person: three contacts at the same client should share one history, one contract and one set of service targets.

How does it work?

1 Search by name, email, phone or company and open the profile.

2 Read the ticket history — every request in date order, with status and outcome.

3 Check internal notes for context the customer should not see.

4 Link the contact to a company so colleagues share one account history and one SLA.

5 Merge duplicates created when somebody writes from a second address.

Everything included

The record

·Contact details

·Multiple email addresses

·Phone numbers

·Company link

·Customer status and category

·Custom customer fields

The relationship

·Complete ticket history

·Previous communication across all channels

·Attachments

·Internal staff notes

·Activity log

·Linked assets and services

Companies

·Company records with multiple contacts

·Contract details

·Company-level SLA policy

·Automatic domain matching

·Company-level reporting

Housekeeping

·Search and filtering

·Merging duplicate records

·Import and export

·Retention policy

·PII masking where permitted

Who uses it

Support staff Team leads Account managers Administrators

What the business gets

✓Anyone authorised understands the whole relationship in under a minute.

✓Customers stop being asked to repeat themselves.

✓Account history survives staff turnover.

✓Reporting can be produced per customer or per company.

Other feature families

Ticket management Staff management Knowledge base Automation & SLA Reports & oversight