Customer records

Every customer gets one record that accumulates their whole history: tickets, invoices, conversations, notes, and files. The counter answers questions from the record, not from memory.

What lives on a record

• Contact info, name, phone, email, address, editable inline from the record or any ticket.
• Every ticket and invoice, with status and totals, the full relationship at a glance.
• Notes, internal, visible to your team everywhere this customer appears (“prefers text”, “B2B account, net 15”, “always ask about the second laptop”).
• Files, anything attached at the customer level rather than a single ticket.

Merge duplicates

People resubmit with a new email or a second phone number, duplicates happen. Find the duplicate in Customers and use the merge tool: tickets, invoices, and history combine onto the surviving record. Check both records before merging, merges do not split back apart.

Returning customers, recognized everywhere

The same identity follows the customer across the system: a lead from someone with an existing ticket shows a returning-customer panel with their active tickets and open estimates, and an incoming call pops their record before you answer.

Why this matters more than it looks

The record is what makes the rest of the system honest: receipts go to the right address, the portal link reaches the right phone, the case file shows the right history, and the new hire can serve a five-year regular like they have known them all along.