Edit customer details, notes and fields
Update 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.
Last updated 2 min read
Small facts make better replies: the right phone number, a note that a customer prefers email, a VIP flag. You can update them from the customer's page or straight from a ticket.
Before you start
- Who can do this: agents, admins and owners. Viewers can read but not edit.
- Plan: all plans.
Step by step
- Open the customer's page, or the sidebar of one of their tickets.
- Phone: press Phone number (shows + Add when empty), type the number and click away.
- Note: type in Note about this customer and click away.
- Customer fields: on the customer's page, fill in text fields or pick a dropdown choice. Clear a field to remove its value.
What happens next
Changes save as you go. Phone and note show on the customer's page and in the sidebar of every ticket from them. Customer field values show on the customer's page.
What you can and cannot edit
| Detail | Editable | Where |
|---|---|---|
| Name | No | Comes from their messages, orders or Add customer |
| Phone | Yes | Profile, ticket sidebar |
| Note | Yes | Profile, ticket sidebar |
| Customer fields | Yes | Profile |
| No | Matches incoming messages | |
| Orders, total spent | No | Come from your store |
Good notes
- "Prefers email, not phone."
- "Wholesale account: invoices to accounts@…"
- "Had a damaged parcel in March; we sent a free replacement."
Notes or customer fields?
Use the note for one-off facts in your own words. Use customer fields for facts you want to record the same way for everyone, so they can be compared at a glance, such as VIP status or usual size. Fields need an admin to set them up first; notes work straight away.
Tips
- Write notes for the next person, not for yourself.
- Use a customer field instead of a note for anything you want to see for every customer, like VIP status.
- Avoid sensitive personal data in notes unless you need it.
- Update a note when it stops being true, such as a resolved dispute, so it does not mislead the next agent.
Troubleshooting
"Invalid customer details"
A value is too long: notes can be up to 5,000 characters and phone numbers up to 40.
"Customer not found"
The customer was deleted. Refresh the page.
"Pick one of the choices"
A dropdown customer field only accepts its listed choices.
"That field no longer exists"
An admin deleted the field. Refresh the page.
"Viewers cannot edit customers"
Ask an admin for the agent role.
Frequently asked questions
How do I add a phone number to a customer?
On the customer's page or in a ticket's sidebar, press the Phone number field, which shows plus Add when empty, type the number and click away. It saves straight away and shows on every ticket from that customer. Phone numbers can be up to 40 characters, including spaces and a plus sign.
Who can see the note about a customer?
Only your team. The note is internal and never shown to the customer in emails or chat. It appears on the customer's page and in the sidebar of every ticket from them, so whoever answers next sees it. Notes can be up to 5,000 characters.
Can I change a customer's email address?
Not today. The email address is how incoming emails are matched to the customer, so it is not editable on the profile or in the sidebar. If a customer changes address, their new emails create a new customer; note the link in each profile's note.
How do I fill in a customer field?
Open the customer's page and find the field among the details. Text fields edit in place and dropdowns offer their choices. Clearing a field removes its value. If the field you need does not exist yet, ask an admin to create it in Workflows, Customer fields.
Are changes to customer details recorded?
Changes save immediately and show on every ticket from that customer. Creating and deleting customers are recorded in the audit log. Day-to-day edits of notes, phone numbers and fields are not listed there, so keep important decisions in an internal note on the ticket as well.
Was this helpful?
Related articles
- Read a customer's profile and historySee everything about one customer on one page, their tickets and orders on a timeline, details, note, tags, customer fields and total spent.
- 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.
- 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.
- Add a customer before they write inCreate a customer profile for phone orders, VIPs or wholesale buyers with just a name, email or phone, plus a private note only your team sees.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.