Read a customer's profile and history
See everything about one customer on one page, their tickets and orders on a timeline, details, note, tags, customer fields and total spent.
Last updated 2 min read
A customer's page brings their whole relationship with you together: every ticket, every order and what your team knows about them. Use it before answering a tricky ticket or making a goodwill gesture.
Before you start
- Who can do this: everyone can read it; agents, admins and owners can edit details.
- Plan: all plans.
Step by step
- Open Customers and press a customer, or press the customer's name in a ticket's sidebar.
- Read the timeline of tickets and orders. Filter it with Everything, Open, Closed or Orders.
- Switch the order with Newest first or Oldest first. Long lists have Show more.
- Press a ticket to open it in the inbox, or Open … in Shopify for an order.
- Check Customer details: Email, Phone, Country, First seen, Last seen and Total spent.
- Read the Note, Tags and customer fields. Edit them as needed. See Edit customer details, notes and fields.
What happens next
Everything you change here is saved to the customer and shows on all their tickets. If a filter leaves nothing to show, the page says Nothing here: "No tickets or orders match this filter."
What the page shows
| Part | Contents |
|---|---|
| Timeline | Tickets (open or closed) and orders, by date |
| Orders | Order number, Placed, Items, Total |
| Customer details | Email, phone, country, first and last seen, total spent |
| Note and tags | What your team wrote, tags in use |
| Customer fields | VIP, size or anything your admins set up |
| Customer actions | Create ticket, copy email |
Orders come from your connected Shopify store: the last 90 days are imported when you connect it, and new orders and changes arrive as they happen. A shopper who already exists in Hushdesk is matched by their Shopify customer, then by email.
Before a goodwill gesture
Check Total spent, how many tickets they have opened and how the last ones ended. A loyal customer with one bad experience may deserve more than the standard offer; a customer who often reports missing parcels may need a closer look first.
Tips
- Read the last closed ticket before replying to a returning customer.
- Use the Orders filter when someone asks about "my last order" without a number.
- Keep notes short and factual; customers can ask what you store about them.
Troubleshooting
"Customer not found"
The customer was deleted. Search again in Customers.
"No ticket fields yet"
No ticket fields exist yet, so none show. Admins create them in Workflows > Ticket fields.
Frequently asked questions
How do I see all of a customer's tickets?
Open their page from Customers, or press their name in any ticket's sidebar. The timeline lists every ticket and order, newest first. Filter it to Everything, Open, Closed or Orders, and switch between Newest first and Oldest first to read the history in either direction.
What details are on a customer's page?
Email, phone, country, first seen, last seen and total spent, plus their tags, your team's note and any customer fields your admins created. Orders show the order number, when it was placed, the items and the total, with a link to open the order in Shopify.
Can I see a customer's orders without opening Shopify?
Yes. Once Shopify is connected, the customer's orders sync into Hushdesk: the last 90 days when you connect, then every new order and change as it happens. The Orders filter shows them with items and totals, and each order has an Open in Shopify link for anything more.
Where does total spent come from?
From the customer's orders that Hushdesk has synced from your store, minus refunds. Orders older than the first 90-day import are not included unless they changed since. It is a quick guide to how valuable a customer is when deciding on a goodwill gesture.
Can agents edit a customer's details?
Agents can add or change the phone number, the note and customer field values. The email address is not edited here, because it is how messages are matched to the customer. Viewers can read the page but cannot change anything.
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Related articles
- Edit customer details, notes and fieldsUpdate a customer's phone number, keep a private note your team sees on every ticket, and fill in customer fields such as VIP or usual size.
- Find a customer in the Customers listSearch everyone who has contacted you by name, email or phone, sort by name, tickets or date, and page through the list 20, 50 or 100 at a time.
- Use the customer and ticket details sidebarThe sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
- Create a ticket for a customerStart an email conversation with a customer from their profile with Create ticket. Their reply lands in the same ticket, already assigned to you.
- Create customer fields for facts about customersKeep facts about each customer, such as VIP status, usual size or preferred contact, in text or dropdown fields that show on every customer page.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.