Manage customers and organizations

Customers

Open People to see Customers, Agents and Admins. Search by name or email.

A customer’s profile shows:

• Profile: name, primary email and role;
• Emails & phones: every address and number, with Primary, Verified or Undeliverable badges;
• Organizations they belong to;
• Language & time zone, used for their emails;
• Tags, Notes and Details for your team;
• Requested tickets, filtered by Open, Solved & closed, or All.

To add someone by hand, choose Add customer and enter a name, email, phone numbers and organizations. Use New ticket for this customer to open a ticket for them.

Organizations

Organizations group customers, for example the employees of one company.

1. Open Organizations and choose New organization.
2. Under Settings, add Email domains. New customers with those domains join the organization automatically.
3. Optional: a Default group for their tickets, Shared tickets so members see each other’s requests in the help centre, Tags, Details and Internal notes.
4. Choose Save changes.

An organization’s page has the tabs Tickets, Members, Activity summary and Settings.

Permissions

Your role decides whether you can edit customer profiles and organizations. Only admins can edit staff profiles.

Related

• Add user and organization fields
• Show customer data from your own systems