Create customer profiles

Customer profiles give you a complete view of each customer you support. Profiles include:

• Details: Contact information and any custom fields.

• Entitlements: Products or services the customer has access to.

• Requests: A list of all support requests the customer has submitted.

• Notes: Internal notes your team can use to capture important context about the customer.

Profiles help your team quickly understand what each customer needs, so you can deliver more personalized support.

Add customers

You can add customers one at a time, or import customers in bulk.

To add customers:

1. From your sidebar, select Customers.

2. On the Customers tab, select Add customers.

3. Enter the customer’s username or email. Separate customers using commas to add more than one customer at a time.

4. If the customer is part of an organization, choose an existing organization or create a new one.

5. Select Ok.

Import customers in bulk using a CSV or API

Bulk import lets you add multiple customers and organizations at once. You can import customer details using a CSV file or an API. Read more about importing customer details.

Create or edit customer detail fields

Customer detail fields let you capture and display important information on customer profiles, like address, region, or customer tier.

Create a customer detail field

To create a customer detail field:

1. From your sidebar, select Customers.

2. Select Manage details, then Manage detail fields.

3. Select Create field.

4. Enter a label, choose a field type, and set who can view and edit the field.

5. Select Create.

Change permissions for a customer detail field

You can control who can view and edit each customer detail field, to ensure sensitive information can only be seen or updated by certain people.

To change the permissions of detail fields:

1. From your sidebar, select Customers.

2. On the Customers tab, select Manage details, then Manage detail fields.

3. Select Actions () next to the field you want to edit, then Manage permissions.

4. Choose who you want to be able to view and edit the field.

5. Select Save.