Customers and companies

A customer in Auralis is a person who has contacted you, or who you expect to. Customers exist independently of tickets: a customer record accumulates every ticket that person has raised, so the history follows the person rather than being scattered across unconnected threads.

The customer list

Customers in the sidebar opens the list. Search covers name, email address, company and phone number — type a term and press Enter.

Two controls shape the list. Show narrows to everyone, to customers who have been in touch, or to customers who never have. That last option is more useful than it sounds: it isolates records that arrived through an import or were created in advance, and which therefore have no conversation behind them. Sort offers last seen, most tickets, name A–Z, and recently added.

The list shows each customer with their channels, ticket count, company and when they were last seen, fifty to a page.

Adding a customer

Add customer takes a name — the only required field — plus an email address, a company and a country. Most of the time you will not need this, because customers are created for you when somebody writes in for the first time. Add one by hand when you are setting up a record ahead of a conversation, or capturing somebody who reached you outside the helpdesk.

Any editor can create and update customers. Deleting a customer is an admin action.

The customer page

Opening a customer gives you the whole relationship on one page, in bands from the top:

The identity header carries their name and a health indicator, with actions to edit the customer and to send a satisfaction survey.

A stat strip summarises the relationship in five numbers: total tickets, open tickets, solved tickets, average CSAT, and conversations.

Below that are contact details, attributes recorded against the customer, and health, which is accompanied by a "how we got there" breakdown so the indicator is explainable rather than an unexplained score. Then sentiment and top intents summarise the tone and subject matter of what this person actually writes in about.

Finally, history lists everything that has happened, filterable to all activity, tickets, conversations or surveys, and grouped into the last 24 hours, this week, this month, this year and earlier.

Customers and tickets

A ticket carries a link to one customer. There is no separate "requester" — the customer link is the single relationship of that kind.

You can attach a customer to a ticket, change which customer it points at, or unlink it entirely, and each of those is recorded on the ticket's timeline as a customer change. Unlinking is an explicit action rather than a matter of clearing a field.

Two places in the interface use this link to save you work. The ticket's details rail shows the customer's name, email and phone, with the name linking through to the full customer page. Underneath it, recent conversations lists up to five other tickets from the same person, which is usually enough to spot that you are looking at the third message about the same unresolved problem.

You can also filter the whole inbox by customer, which gives you everything from one person in one list.

Companies

Companies group customers by the organisation they belong to, so you can see an account rather than a series of individuals.

Companies are managed in Settings → Customer data → Companies rather than under Customers. As with customers, editors create and update companies, and deleting one is an admin action.

Companies are a Service Desk feature. In an ITSM workspace the page explains that rather than presenting an empty list, because in that context the equivalent grouping is not a customer company.