See a customer's history from a ticket

Before you answer, check what the customer has asked before and what they bought. Both are in the details panel on the right of every ticket, so you rarely need to leave it. If the panel is hidden, click the person icon at the far right or press [[]]].

Their other tickets#

Under the customer's name, email, phone and note, the panel shows how many tickets they have: for example 6 tickets, 2 open, 0 snoozed. Those three buttons filter the list beneath them. Each ticket in the list shows its channel, subject, how long ago it was updated, its status, its agent and its number of messages; click one to open it.

Show all opens the customer's own page, where every ticket appears as a card that you can filter and sort. See Customer profiles.

The timeline#

For a quick look at everything in order, open the ⋮ menu beside the customer's name and choose Timeline. It lists every ticket from this customer, newest first, with its status, channel and number of messages. Click a subject to open that ticket.

The same menu has Open the customer page, New ticket for this customer and Merge with another customer, for when one person shows up as two customers. See Merge customers.

Their orders#

When your Shopify store is connected, a block named after the store sits below the customer. It shows:

• the customer's order count, total spent and when they first ordered,

• each recent order with its number, total, payment and fulfilment status, date, items with their variant and quantity, tax, shipping address and email,

• each shipment with its carrier and tracking number, and any refunds.

The block says when it was last updated; the refresh button beside that reads the store again. The helpdesk finds the store customer by email address first, then by phone number; see How tickets find their customer.

From an order you can also start a refund, cancellation, replacement, address change and more, after the helpdesk shows exactly what will change. See Orders on tickets and Order actions.

Promises already made#

When someone on your team promised the customer something on this ticket, such as a refund, a replacement or a call back, the panel lists each promise above the customer with the sentence that made it. Read it before you reply so you do not contradict a teammate.

Collapse what you do not need#

The arrow beside the customer's name folds the customer block, and the arrow beside Ticket details folds the tags and fields. The helpdesk remembers what you folded on that browser.

Summaries#

Asking an AI to summarize a customer's past conversations from the ticket is not built yet; the sparkle icon in the narrow bar at the right is greyed out for that reason. Drafted replies are under Write with AI in the reply box, and the urgency score in the ticket header lists the reasons it stands out. See Priority and urgency.