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Improvements to Customer Details Screen (Customer Merging Initiative)
Improvements to Customer Details Screen (Customer Merging Initiative)
Updated over a week ago

The recent update to the customer details screen enhances the way customer information is managed, offering a more efficient and user-friendly experience. With these improvements, users can easily view related tickets and contacts, access all customer asset values in a single view, and manage contact details more flexibly.


Features and Updates:

1. Similar Tickets and Similar Contacts in Helpdesk

New Feature: Right Panel Display

In the helpdesk, users can now view similar tickets and contacts in the right-hand panel of the helpdesk, customer details, and chat screens based on specific conditions. This enhancement helps identify potential duplicates or related information easily.

  • Similar Tickets:

    • Tickets with the same customer ID but a different asset value. Example: A customer with two different phone numbers.

    • Tickets with the same asset value but a different customer ID. Example: Two IDs having phone number or email in common.

  • Similar Contacts:

    • Customers with the same asset value but a different customer ID.

This feature allows helpdesk users to quickly spot related or duplicate tickets and customers, ensuring smoother ticket resolution and contact management.


2. Revamped Customer Details Modal

The customer details modal has been enhanced for a more comprehensive and user-friendly view.

  • All Asset Values in One View:
    Customers’ asset values (email, phone number, addresses, etc.) are now visible in a single consolidated view, making it easier to assess the complete profile of a customer.

  • Add Up to 5 Addresses:
    Users can now add multiple addresses (up to 5) for a single customer profile, which helps when managing customers with multiple contact points.

  • Manage Assets for Email ID and Phone Number:

    • Users can add or delete assets like email addresses and phone numbers, but each customer must have at least one email ID or one phone number as a required asset.


FAQs

1) How do similar contacts show up in the right panel?

Similar contacts are displayed based on same asset values (e.g., email, phone number) but different customer IDs.

2) Can I delete all email addresses and phone numbers from a customer’s profile?
No. At least one email address or one phone number must remain linked to the customer profile at all times.

3) Can I edit or update the similar tickets or contacts directly from the right panel?

No, the right panel only displays related tickets and contacts for reference. To make any changes, you will need to open the specific ticket or customer profile.


For further assistance or to raise feature requests related to Improvements to Customer Details Screen (Customer Merging Initiative), please contact [email protected].

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