Customers
The company’s memory of everybody it serves: contact details, company, history and notes.
What is it?
The customer database. Each record holds contact details, company link, ticket history, attachments, private staff notes, custom fields and an activity trail. Customers can be created manually, self-register, or be created automatically the first time they email you.
Why does it exist?
Support quality collapses when the customer’s history lives in one employee’s head. A permanent record means the fifth conversation is informed by the previous four, whoever is handling it.
How does it work?
1
Search by name, email, phone or company to find any customer instantly.
2
Open the profile to see every ticket they have ever raised, in order.
3
Add internal notes that staff can see and the customer cannot.
4
Link the record to a company so colleagues share one account history.
5
Merge duplicates created by a customer writing from two addresses.
WHO USES IT
Administrator
Support staff
WHAT MANAGEMENT ACHIEVES
Any authorised person understands the whole relationship with a customer in under a minute.
In practice
A customer calls about a recurring fault. The agent opens the profile, sees the same complaint from March with the engineer’s notes attached, and escalates immediately instead of starting the diagnosis again.
See this screen in the real software:
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