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Customers, contacts and domains

Set up customer companies, their contacts and email domains, account roles and lifecycle checklists.

Who can do thisUserApplication Administrator

Users and administrators create and edit customers from Customers in the side menu with New customer. Viewers can only read.

A customer page has cards for company details, Contacts, Email domains, Account team, Rates and Prepaid hours (billing rights needed to change), Health, the lifecycle checklist, Ticket plans, Knowledge, Reports (administrators) and Notes. A customer with tickets cannot be deleted.

PictureContacts and domains are the customer's side; the Account team is yours. Responsibilities and account roles are the names you set in Application Management.

If your workspace is connected to Juvaro CRM, five fields belong to CRM: name, CVR, email, phone and website. Edits to them are written to CRM first. Juvaro sets up the connection; contact Juvaro to have it switched on.

Contacts

Add contact takes a name, title, email, phone, Primary contact, VIP contact and Responsibilities. People who have written in but were never added appear under See everyone, and you can turn them into contacts.

Being a known contact matters. Only known contacts get ticket links and receipt links by email, and only they can sign in to the customer portal. A contact copied on a ticket can open that ticket in the portal too; see Copy people on a ticket (CC).

Primary contact and VIP contact also feed the automation action Copy people on the ticket (CC), which can copy a customer's primary or VIP contacts on its tickets.

Register an email domain

In Service provider mode, mail is filed to a customer by the sender's domain.

  1. Open the customer and find the Email domains card ("Mail from these domains is auto-filed to this customer.").
  2. Type the domain, for example nordic-freight.example, and click Add.

1/4Open the customer and click into the field on the Email domains card.

  1. Open the customer and click into the field on the Email domains card.
  2. Type the domain exactly as it appears after the @.
  3. Click Add.
  4. The domain is listed, and mail already waiting from it became tickets on this customer. The Unmatched email count drops.
WalkthroughAdding a domain files future mail from it to this customer, and re-matches what is already waiting under Unmatched email.
  • Adding a domain also re-matches mail already waiting from it. You are told how many messages became tickets.
  • Shared email providers such as gmail.com are refused.
  • A domain belongs to one customer only, and matching is exact: nordic-freight.example does not cover nordic-freight-group.example.

Unmatched email

With Hold for review, mail from unknown domains waits under Unmatched email in the side menu, which shows a count. Users and administrators can register the domain to a customer, open a ticket for one sender, create a ticket without adding a contact, match a message again or discard it. Viewers see the list only. The steps are in Handle Unmatched email.

Contact responsibilities

Application ManagementCustomersContact responsibilities holds the things a customer's contact can be responsible for, for example Billing or IT Manager. Each has a name and colour. They are used on contacts and in queue and automation conditions.

Account roles

Application ManagementCustomersAccount roles holds the roles your own people play on a customer, for example Key Account Manager or Technical Lead. You add people to a customer's Account team card in one of these roles. Account roles also drive automation ("The customer's" role), time approvals and queues.

Each role has a Billing switch: "May manage prepaid hours and rate plans". People holding that role on a customer may then sell, correct and void that customer's prepaid hours and change its rates, on those customers only. The switch is off for every role until you turn it on.

Onboarding and offboarding

Application ManagementCustomersOnboarding & offboarding defines the checklist a customer gets when you move it to Onboarding or Offboarding with Change state on the customer page.

  • Add built-in steps, some of which the product checks for you (for example "Email domains registered"), or your own steps.
  • Raise these tickets when a run starts links a sub-ticket template, so starting a run raises tickets. A step mapped to a ticket ticks itself when that ticket closes.
  • Changes apply to future checklists only. The Customers page has a Lifecycle tab with a board of runs.