Customers

The Customers section is the home for all of your customer information and the place to go to view their historical information.

Table of Contents

Useful Links


Getting Started

Click the Customers tab to access and manage your Customers. Use Tabs Customization to move it around if you want.

Your customers are listed here in alphabetical order by last name and business name. These are the various things you can do on this page.

  1. Search for customers by name, business name, email or phone number (you can also use the Search all the things field that is at the top of every page).
  2. Add a new customer.
  3. When you select one or more customers using the checkboxes to their left, it enables the Bulk Actions button. Click it to do one of the following.
    • Edit selected customer properties
    • Bulk Manage Portal Users
    • Archive the customers
    • Delete the customers
  4. Access the various Customer Modules.
  5. Opens a panel to recall or add a Saved Customer Search.
  6. Click any blue column header to sort by that column.
  7. Click a name to view and edit that customer.
  8. When hovering on a customer, the icon to the left of their name will turn to a magnifying glass. Click that icon for a popup Quick View of the customer.

Adding Customers

Once you are on the Customers page, you can add a new customer by clicking New Customer.

Alternatively, you can add a new customer on any page. At the top, to the right of the Search all the things field, click + > New Customer. If you are on the home screen, the big green + New Customer button does the same thing.

You will be taken to the New Customer screen. These are the same fields you will see when editing a customer. Here you can enter their contact information as well as some additional settings.

When you finish filling out everything, above the fields make sure to click Create Customer or Save Changes. Or for new customers, you can click Create Customer And Ticket to head straight to the New Ticket screen from here.

Once created, you'll have the ability to add to the customer's profile assets, devices, stored credit cards (if you have one of our payment integrations), attachments, and notes. Also, once you begin to perform work for the customer, information like linked tickets, invoices, payments will all be accessible from the customer's profile page.

Let's go ahead and break down some of these settings individually.

Basic Info

The Basic Info section will consist of all of your customer's contact information. By default, none of these fields are set to "required," however, you can configure these in your Customer Preferences.

Some important things to note regarding this section:

  • Business names take precedence over the First/Last name fields when viewing all of your customers from the main customer list.
  • The Mobile dropdown lets you select the phone number type. To add a new type of phone number, click the Add New Number button.
  • Likewise, click Add Another Site/Address to enter multiple addresses on file. Once you add one, click the Type dropdown to select from Bill To, Ship To, or Physical.

Note: We use customer emails as a unique identifier among customers. So, no two customers may have the same email as the primary email.

If you'd like to use the same email among multiple customer accounts, you can do so in the Additional Notification Emails or Additional Invoice CC Emails fields covered in the next section.

Alternatively, you can use the same email across different customer accounts through customer contacts.

 

Customer Settings

The Customer Settings section allows you to configure some advanced settings for the customer. Note: For those who jumped straight to this section, this is the portion of the screen you see when you add or edit a customer, rather than the global customer settings found in Admin.

Credit: Shows how much store credit they have. This only shows when editing existing customers. To immediately add some,

  1. Click Add Store Credit.
  2. If needed, click the appropriate register button.
  3. In the Amount field, type the amount of store credit to add.
  4. You can fill in a Ref num (such as why you are giving the credit) and Message.
  5. Click Record Store Credit.

Tax Rate: If you do not select one, the system will use the default Tax Rate on invoices. Otherwise it will use the one you select in the dropdown.

Tax Free: If the customer is tax exempt, enable the Tax Free checkbox. If you are using QuickBooks, then when you do so, a QuickBooks Tax Exemption Reason dropdown will appear with options that were defined in QuickBooks. Select a reason from the dropdown so as to avoid errors for this customer when syncing their invoices to QuickBooks.

Enable Portal User: Allows you to create a portal user for the customer and will automatically send them an email to set up their login to the email on file. If no email is listed, you can manually add login information. When you enable this, you can then select the Portal Group they belong to and if you want to Require MFA for them. Learn more about using passwords with the customer portal.

SMS Service Enabled: Allows you to enable or disable SMS communication using the customer's mobile number.

Receive Billing Emails: When this is selected the top-level customer email will have all billing related emails sent to them

Receive Marketing Emails: When this is selected the top-level customer email address will receive Mailer emails.

Receive Report Emails: When this is selected the top-level customer will receive all ticket correspondence emails.

No Email - Of Any Kind: Disables all email communication from being sent to this customer. This includes all contacts who belong to the customer.

Additional Notification / Invoice CC Email Addresses: Allows you to add additional emails to be notified along with the primary account. Emails entered in the 'additional notification' field will receive ticket-related emails, and 'invoice CC email addresses' will receive notifications related to invoicing only.

Additional Ticket Matching Email Addresses: Allows you to add additional emails that will attach to this customer when tickets are emailed in, in addition to the main customer and contact emails.

Default Estimate / Ticket / Invoice Template: Lets you select a different template than the default for estimates, tickets and invoices. See our Per Customer Templates article for more info.

Default Invoice Terms: Allows you to set a default payment term for the customer. Learn more about invoice terms.

RepairShopr Subdomain: Used for electronic ordering between accounts. This only shows when editing existing customers. Fill in the RepairShopr subdomain of a RepairShopr user who is a vendor you want to sell to or buy from. See our Electronic Ordering article to learn more.

 

Internal Ticket Warning

When you turn on the Enable Internal Ticket Warning checkbox at the bottom of the New/Edit Customer screen, whatever message you enter in the Warning Text field will appear as a warning banner when someone creates a new ticket for this customer.

In order to use this feature, you will first need to go to Tickets Settings and turn on the Enable Internal Ticket Warnings checkbox.

 

Custom Fields

Click the Custom Fields tab to access and fill out the Customer custom fields. In the upper right, you can click Manage Custom Fields to do that.

Like previously mentioned, when you finish filling out everything, above the fields make sure to click Create Customer or Save Changes. Or for new customers, you can click Create Customer And Ticket to head straight to the New Ticket screen from here.

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Customer Quick View Popup

Anywhere that a Customer name is shown on the Customers tab, Tickets, Estimates, or Invoices, there is a hover-over icon that can be clicked to quickly view information about a customer or make quick changes to their record.

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Customer Profile

Once you click a customer name, it will open their profile. This page will show you everything about this customer that relates to your business. The idea here is to make everything easily accessible. Read on for a description of each section.

New button

Click the New button to create all sorts of new things for this customer, described below.

Appointment: Create a new appointment for the customer.

Reminder: Set a new Reminder that is associated with this customer.

Email: Send an email to the customer.
SMS: Send an SMS to the customer (only shows if customer has a valid mobile-type number and has SMS enabled).

Attachment: Upload or pull a file into the customer record from your local device or your preferred cloud storage provider like Google Cloud.

Invoice: Create a New Invoice.

Estimate: Create a New Estimate.

Ticket: Create a New Ticket.

Payment: Create a New Payment.

Customer Purchase: Create a New Customer Purchase.

Store Credit: Add Store Credit to the customer record.

Recurring Invoice: Create a Recurring Invoice for the customer.

Kabuto Subscription: Takes you to the Recur Recurring invoice with packages and policies associated.

Kabuto Installer: Download the .exe installer associated with the Customer.

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Editing Customers

On a Customer Profile screen, click the Edit button to make changes to the Customer's record.

This will open the Editing: Customer Name screen. See the Adding Customers section, starting with Basic Info, for details of the fields on this screen. In addition, there is an Actions button. Click this to Delete or Merge this customer. For both of these options, with great power comes great responsibility and all that. Be certain of what you are doing as they are irreversible.

 

Archiving Customers

Archiving Customers allows you to hide/disable the Customer from being listed in your Customer List or showing in search results. Sometimes you no longer are doing business with a client and want to remove them from your listing but not lose the data.

To archive a customer, head to a Customer Profile page, then in the upper right, click Actions > Archive.

The page will refresh and you will be taken back to the Customer Index page. A banner will be shown saying the customer was archived.

If you want to see a list of archived customers, then on the same Customer Index page, in the upper right, click Customer Modules > Show Archived.

To enable a customer once again, click their name, followed by Actions > Re-Enable.

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PDF and Print buttons

Click the PDF button (on the left) or the printer button (on the right, which uses AutoPrinter) to generate a Customer Label or Address Label.

 

Customer Statements

Customer statements can be found in the Overview section of the Customer Profile screen, next to the make payment button. By clicking on the PDF button it will display a PDF of the customer Statement. The email button next to this will email the statement to the customer.

You can edit the way customer statement looks by going to More > Admin > PDF/Email Templates > Statement Template.

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Customer Custom Fields

You can add custom fields that show up in all customer records. Things like the type of customer (residential or business), their website URL, or simply notes. You can also add custom fields for tickets.

Table of Contents

Add or edit custom fields
Populate a customer's custom fields
Filter by custom fields

 

Add or edit custom fields

  1. Go to More > Admin > Customers - Customer Custom Fields.
  2. In the upper right, click New Field (or click Edit by an existing field).

     
  3. Give the field a Name. Special characters such as / and ? are not allowed.
     
    Important: If you edit an existing custom field, do not change its Name, because if you do, the data already contained in the field for customers previously will no longer show. If you already did that, worry not—going back to the original name will cause the data to return.
  4. Select the Field type from the dropdown.

     
    • Text Field: A simple text field, such as the Name field on this page.
    • Check Box: Default state is turned off (unchecked).
    • Drop Down: (as seen in the above screenshot) After selecting, click Add Answer, enter a value to be selected. You can optionally click the down arrow button on the right and select an icon to be displayed by the customer's name in their profile, Customers screen and other screens with customer names, such as Tickets (see Customer Badges for more info). Repeat for as many entries in the drop down as needed.
    • Web Link: Will be displayed as a clickable link.
    • Text Area: A multi-line text field that can display more data than a Text Field.
    • Date Field: Lets one type a date or pick one from a popup date picker.
    • Secret (encrypted): This field is tied to the Password Vault integration.
    • Popup: Will display a pop-up message when someone visits the Customer Detail page the first time.
    • Scribble: A field in which one can draw. This is great for customer signatures (for verification).
  5. Click Create Customer Field.

 

Populate a customer's custom fields

When you open a customer's profile, you will see a Custom Fields section with those fields and any values in them. To the right of the Custom Fields header, click Edit to change any of the values.

Note the icon next to the customer's name—this came from setting it for the Customer Type drop down as shown in the section above.

If you edit the customer or add a new one, click the Custom Fields tab to populate the custom fields. Make sure to click Save Changes after making updates.

You can bulk update the custom fields via a CSV export and import. See our Bulk Updating Customers article for more info.

 

Filter by custom fields

You can create a saved customer search and filter by custom fields.

Once you have done that, you can then use one of those saved searches in, say, a Marketr Campaign. Perhaps you are running a sale for your commercial customers. Just select the Saved Customer Search, then send a targeted email blast to them through Marketr.

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Communications tab

The Communications tab displays a record of most communications that go out to or come in from the customer.

You can also record communication manually to the log as well. The more info the better right?

  1. Paste or type the gist of what happened in the Communication Details field.
  2. Click the dropdown and select what type—Email, Phone Call, Visit, or Other.
  3. Click Submit. The entry will be added to the log at the top.
  4. If you want to delete an entry, to its right click the ellipsis > Delete.

Contacts tab

Is your client a family or business? You can add additional contacts to a customer record very easily (sometimes automatically: see Mailboxes)

First, let's start with how to activate this feature.

  1. Head to More > Admin > Customers - Preferences.
  2. Turn on Enable Multiple Contacts on Customers.
  3. Click Save.

Next, you should now have the Contacts tab on the Customer Profile page.

Should you collect more than 12 contacts on a record, a search field will appear above the contact list that lets you quickly find the Contact you are looking for!

Direct Report: The Contact reports to the person that is selected in the drop down. The selected person will always be included as a CC on Ticket Communications.

Contact Notification Preferences

Receive Billing Emails - When selected this person will be CC'd on Billing related Emails.

Receive Marketing Emails - When selected this person will receive applicable Marketing email.

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Custom Contact Fields

Similarly to Asset, Tickets, and Customers, you can create fields to track custom data points for your contacts. This is great if you are tracking employees for a company or need a place to store passwords owned by a particular family member of a customer.

To start, head to More > Admin > Customers - Custom Contact Fields.

Then, click New Field

You will be taken to screen where you can name the field and choose the type of data that gets entered.

These are the types of fields you can choose from:

Text Field: Creates a text field to enter data into if you want.

CheckBox: Creates checkbox lines.

Drop Down: You can make the field with a Yes/No answer.

Web Link: A field that will allow a clickable hyperlink. The URL can be entered by editing the custom field through the Customer page.

Text Area: Allows a large text field to dump text data into it.

Date Field: Allows you to choose a date.

Secret (encrypted): This field is tied to the Password Vault feature.

Popup: Will create a pop-up when someone visits the Customer Detail page.

Scribble: This field lets draw within the field. This is great for signatures for customers (for verification)

After you have created all the fields you want, make sure that settings are Saved and head over to a Custom Contact. When viewing or creating a Contact, the Custom Fields will display under the Contact's Details.

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Importing Customer Contacts

If you want to quickly add contacts to customers via a spreadsheet, you can easily do this for one or multiple customers.

Import contacts for one customer

  1. Click the Customers tab.
  2. Click the desired customer name.
  3. Click the Contacts tab.
  4. Click the Import button.
  5. Click the template link to download a contacts spreadsheet template, then open it.
  6. Fill in the contact details in the spreadsheet.
  7. If you want to add multiple contacts to the same customer, just add a new row and make sure to copy the value from the customer_id cell to the new one.
  8. Required: In the properties column, put {}
  9. Required: In the opt_out column, put FALSE
  10. Once you have added all the contacts, save the file (you may need to export it into CSV format).
  11. Back on the Contacts Import screen, import the file.

Import contacts for multiple customers

  1. Export all your customers via Admin > Reports > Customer Export, then open the spreadsheet.
  2. Click the Customers tab.
  3. Go to any customer.
  4. Click the Contacts tab.
  5. Click the Import button.
  6. Click the template link to download a contacts spreadsheet template, then open it. Even though the template file will have the current customer's name, it will work for any customer.
  7. For each customer to which you want to add contacts,
    1. Find the customer you want in the customer spreadsheet.
    2. Copy the value in the id cell.
    3. Add a new row in the contacts spreadsheet.
    4. Paste the id you copied into the customer_id cell.
    5. Fill in all the details.
    6. Required: In the properties column, put {}
    7. Required: In the opt_out column, put FALSE
  8. Once you have added all the contacts, save the file (you may need to export it into CSV format).
  9. Back on the Contacts Import screen, import the file.

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Credentials tab

Masked Credentials are a way of safely storing customer credentials to make providing assistance or Asset management as easy as possible. The password field is salted and encrypted. The salt is per row. The password is only decrypted and sent to the client at the time that the field is clicked to be shown.

There is a tab on the Customer Profile page.

Click the Credentials tab and you will see existing Masked Credentials or create new ones.

Clicking New Credential will add a new row to the data table so that you can enter the credential information.

Name: This is there to help categorize the credentials so you know what it's for.

Username: Usually an email but can be whatever Username type you want (Text Field)

Host/URL: This is also a text field.

Password: Click the field to enter a password. Next time the page loads, this field will be starred

Notes: Uhh, you know what this is...

Public: This changes if the credential field is visible on the Customer Portal

After you have entered everything you should be all set. It's worth noting that once the page refreshes and moving forward the password field defaults to showing stars until clicked.

If you have the Masked Credentials set to be visible on the Customer Portal and the Portal User has the correct Portal User Permissions it will look like this.

Speaking of Portal User Permissions. If you want a User Group to have Credential access, you will need to head to Admin > Customers > Portal User Permissions and choose from the below options.

User Security Permissions

In the Security Groups, there are several ways to customize what access a non-Admin has to the feature.

Credentials - Delete

Credentials - Edit

Credentials - New

Credentials - View

Find out more information about Masked Credentials with Documents.

 

Credential Access Report

There is a report that allows Admins to view who has accessed the credential details along with time stamps. Check out the Credential Access Employee report.

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Purchase History tab

When viewing a customer's overview/details, you can click the Purchase History tab to view invoiced items.

These invoiced items are sorted chronologically, so you will get the most recent purchases from this customer at the top of the list.

This section is intended for you to get a quick and easy glance at what a customer recently purchased to perform such actions such as refunds.

We've also included a link to the "Sales Detail Report" in case you want a more granular or broader look into this data.

Important notes about this feature:

  1. Bundles will break up into individual line items or products here.
  2. If you do not want a user/tech to access this section, please remove the "Reports - Sales Detail" option in the tech's security group. (The report catch-all "Reports - View" will work as well.)
  3. Refunded items will be marked as "Refunded" for clarity.

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History tab

This tab is helpful to track who has made changes to the Customer Record.

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Customer Badges

Our application allows you to apply customer badges or icons in order to quickly distinguish different customer types. This is done using the drop-down option in Customer Custom Fields.

You can apply badges that will follow the customer throughout the software, giving you quick, at-a-glance information on what type of customer they are. Common examples could be distinguishing between residential and business customers.

  1. Navigate to Admin > Customers - Customer Custom Fields. to create custom fields for your customers.
  2. Click New Field.
  3. Give it a Name.
  4. Click the Field type dropdown and select Drop Down.
  5. Click Add Answer.
  6. Fill in the Dropdown Entry field with one option for the drop down list.
  7. Click the down arrow and select the desired icon or badge.
  8. Repeat steps 5-7 to add additional selections (we added three in the example screenshot).
  9. Click Create Customer field when finished.

After creating your custom fields and assigning badges to them, you can apply these custom fields to a new customer.

  1. Navigate to the Customers tab.
  2. Click New Customer.
  3. Fill in the data.
  4. Click the Custom Fields tab.
  5. Click the custom dropdown you created and select the desired choice.
  6. Click Create Customer.

You can also add icons on existing customers.

  1. Navigate to the Customers tab.
  2. Click a customer name.
  3. Click Edit.
  4. Click the Custom Fields tab.
  5. Click the custom dropdown you created and select the desired choice.
  6. Click Save Changes.

That's it! You will now see the icon by their name.

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Customer Settings

To get to Customer Settings, head to More > Admin > Customers - Preferences.

Turn on SMS by default: Enables SMS for each customer by default. Note: If you enable this and do not require either a phone number or a mobile number, the mobile number field will appear automatically in the new customer screen.

Enable Multiple Contacts on Customers: Allows you to have one umbrella Customer, with several points of contact within it the larger Customer record. For example, if you are working with a company with several locations/store owners, you can add each one to that same company's Customer Record.

Additional Referred By items: Lets you edit the referral source options when you create a new Customer Record. If you want to track referrals by existing customers, just enter "Customer" as one of the options and a drop-down will appear when you are adding referral sources for new customers.

Optionally, require these fields when creating a customer: You can force these fields to be populated when creating a new Customer. Contacts inherit this settings as well.

Click Additional Settings to see the rest of these.

Secure customer portal with password if portal users exist (including unclaimed invites): If a portal user is created for a customer, they will be prompted to create a password or you can set a password for them on the customer detail page. Yay Security!

Disable Privacy Page in Customer Portal (GDPR): Turns off the privacy page in the customer portal.

Disable Erase Me button in Customer Portal (GDPR): If your account is in a locale where GDPR is enforced (like the UK) then this will remove the button that sends a request for erasure to the account from the customer portal.

Show Estimate Name in Customer Portal: Shows the custom estimate name added to the estimate in the portal.

Show Invoice Name in Customer Portal: Shows the custom invoice name added to the invoice in the portal.

Maintain custom names between Tickets, Estimates, and Invoices: When enabled, any custom names assigned to Estimates, Tickets or Invoices will automatically carry over when converting them from one form to another. For example, suppose you create an Estimate with a custom name. When you convert it to a Ticket, that custom name will carry over to the Ticket. If you then convert it to an Invoice, that custom name will again carry over to the Invoice. Learn more in this blog post.

Enable the Prepay Hours tracking feature: Allows you to sell and apply prepaid or block hours to a Customer. Learn more about prepaid hours.

Enable a Documentation link for each customer: This enables the documentation feature for all customers. Learn more about documentation.

Disable the address autocomplete: Disables the autocomplete for addresses.

Disable Customer Portal and redirect to URL (Leave blank to allow access): Redirect customers to a URL of your choosing rather than have them go to the customer portal.

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Exporting Customers

  1. Export your customer file by navigating to More > Admin > Reports > Customers - Customer Export.
  2. Small files will be immediately downloaded with a filename like customers_dump_07-23-2022. If it's a large file, you will be taken to the File Downloads page with this message at the top: "We are generating the customers export file. Refresh this page in a few minutes." Refresh the page until you see the file, and then click the file to download it.

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