Add and find customers

The Customers page in the sidebar lists the people who contact you. Customers are also created when a ticket arrives from someone new, and you can add one yourself.

Add a customer

1. Choose Customers in the sidebar.
2. Choose New Contact.
3. Fill in the form. Last Name is required. Other fields include First Name, Email, Mobile, phone numbers and the account the customer belongs to.
4. Choose Save. Choose Save and New to add another straight away.

Find a customer

• Type in the Search contacts box above the list.
• Choose Filter to narrow the list by a field, in the same way as for tickets. See Use views and filters to find tickets.
• Use the views panel on the left to switch to another view.

The list is a table. Choose a column heading to sort by it, and use the page arrows in the footer to move on.

What a customer's record shows

Choose a name to open the record. It shows:

• Contact Properties on the left, with Edit to change them.
• A Tickets count with how many are open, a Traffic Analysis box that counts their tickets by channel, and Average Handling Time, from opening to close.
• The customer's tickets, each with its status and number of threads. Choose one to open it.
• Comments, for private notes to your team.

Choose Add Ticket to start a ticket for this customer. See Create a ticket yourself.