Manage Customers

In SimpKo, Customers are those people, based on whose requests tickets are generated. Once a person creates their first ticket this person is automatically added to your customers. You can also manually add customers. In addition to the required e-mail address, further information such as name, telephone number etc. can be saved in the customer profile.

Topics of this article:
Add, Edit existing customer profile Customer
Listing of Customer Tickets
Delete Customer

Add Customer, Edit existing customer profile

Go to Customers >> Customer profiles.

• Add Customer: Click on "New Customer".
  Edit existing customer profile: Click in the line of the customer to be edited or click on the edit icon ().

• Available Form fields:

  E-Mail Address: E-mail address of the customer through which the customer has submitted or will submit tickets.

  Note:
  In addition to sending ticket replies via e-mail, the e-mail address also serves to uniquely identify and is required by the system.

  Support Language: The desired language in which notifications are to be sent to the customer can be selected here. The languages available in the drop-down correspond to the support languages defined under System >> Languages.

  Note:
  For customers for whom a profile does not yet exist, i.e. in the case of the customer's first support request, the language is automatically determined based on the e-mail message/request sent. The recognized language is then set as the support language in the customer profile, provided you have activated this language as a support language. If the recognized language is not activated as a support language, the support fallback language specified in the language configuration is set.

  Tags: Select one or more tags from the drop-down list that you want to assign to the customer. For information on creating customer tags, see Manage Tags for Customers.
  Firstname
  Lastname
  Titel
  Phone Number
  Company Name: Customers with whom the ticket communication takes place can belong to a company..
  Address
  Note
  Active: It is possible to deactivate customers. Deactivating a customer is an alternative to deleting a user. As soon as a request/ticket is received in the system from a deactivated customer, this customer is automatically reactivated.

  What is the difference between deactivating and deleting a customer?

  In contrast to deleted customers, deactivated customers can be reactivated. When a customer is deactivated, all tickets belonging to this customer are retained.

• After creating/editing click on Save.

Listing of Customer Tickets

All tickets with the exception of archived tickets for this customer are listed on a customer's detail page. From here you can switch to the ticket detail page.

Delete Customer

Go to Customers >> Customer profiles.

• Click on the delete icon () of the desired customer and then on Yes, Delete to confirm the deletion process.

Note: Once a customer is deleted, all of the customer's tickets are closed and the customer is removed from those tickets before the customer is deleted. Deleting a customer means that the customer is permanently and irretrievably removed from the system.