Customers
How customer records work
Section titled “How customer records work”Customer records are separate from tickets. When you create a ticket for a customer, a customer record is created (or linked) automatically. That record persists even if you delete the ticket, so returning customers keep their full history.
Each customer is unique per email address within your shop.
Customer picker
Section titled “Customer picker”When creating a new ticket, start typing a customer’s name, email, or phone number. If a match is found, select them to auto-fill all their details — no re-entering contact info for repeat customers.
Customer details
Section titled “Customer details”Each customer record includes:
- Name — first and last name.
- Email — required. Used for status emails and portal lookup.
- Phone — stored in international format.
- Address — street, city, province/state, postal code, country. The address section is collapsible when creating a new ticket to keep the form short. On the ticket detail page, address fields are always visible.
Contact consent
Section titled “Contact consent”Track how each customer prefers to be contacted:
- Email consent — required for email notifications to be sent on status changes.
- SMS consent — tracked for your records.
- Phone consent — tracked for your records.
Consent settings are per-customer and carry across all their tickets.
Preferred language
Section titled “Preferred language”Set a customer’s preferred language from the 8 supported languages (English, Spanish, French, German, Portuguese, Japanese, Korean, Chinese). This is stored on the customer record for your reference.