Use the customer and ticket details sidebar
The sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
Last updated 2 min read
The sidebar puts everything you need to answer well next to the conversation: who the customer is, what they ordered and how this ticket is classified.
Before you start
- Who can do this: everyone can read it; agents, admins and owners can edit.
- Plan: all plans.
- Where it is: on the right of the ticket on wide screens. On smaller screens open More actions > Customer & orders. Hide it with Hide customer details.
Step by step
- Customer card: see the name, Email (with a copy button), Phone, Customer since, Total spent and Store. Press Phone number to add or change it.
- Type in Note about this customer to leave a note that follows them to every ticket.
- Press the customer's name to open their full profile with all their tickets and orders.
- Orders: Order on this ticket shows the linked order; Other orders lists the rest. See Read the Shopify order card in a ticket.
- Ticket details: add or remove tags, choose a Queue and fill in ticket fields. Fields marked Required before closing must be filled before the ticket can close.
What happens next
Changes save as you make them. Customer details (phone, note) are stored on the customer, so they show on all their tickets and on their customer page. Ticket details belong to this ticket only.
What lives where
| Part | Stored on | Example |
|---|---|---|
| Phone, note | The customer | "Prefers phone calls" |
| Orders | Your store | #1042, shipped |
| Tags, queue, fields | This ticket | Tag "refund", Outcome "Refund issued" |
If no customer is attached, the card says No customer is attached to this ticket.
Tips
- Keep notes short and factual. Customers can ask to see what you store about them.
- Fill in ticket fields as you go, so closing is one click.
- A new customer shows "This is …'s first ticket". Take a moment to welcome them.
Troubleshooting
"No orders for this customer."
Hushdesk has no orders for this customer. They may have ordered with another email, only more than 90 days ago, or no store is connected yet. See Connect your Shopify store.
"Invalid customer details"
A value was too long: notes can be up to 5,000 characters and phone numbers up to 40.
"Customer not found"
The customer was deleted or merged. Refresh the ticket.
"That value is too long"
A ticket field value is over 500 characters.
Frequently asked questions
How do I add a note about a customer?
In the sidebar's customer card, type in Note about this customer and click away to save. The note is kept on the customer, not the ticket, so it shows on every ticket from them and on their customer page. Use it for things like prefers email or VIP since 2023.
Can I change a customer's email address from the sidebar?
No. The sidebar lets you edit the customer's phone number and the note about them. The email address comes from their messages and is used to match their tickets, so it cannot be changed here. Press the copy button next to the email to copy it into another tool.
What does This is their first ticket mean?
The banner appears when the customer has never contacted you before. It is a cue to be extra welcoming and to check whether they have an order with you yet. From their second ticket on, the card shows their earlier history instead.
What are the fields under Ticket details?
Custom ticket fields your admins created, such as Outcome or Reason for contact, plus the queue. Fields marked Required before closing must be filled before the ticket can close. Empty fields show Not set. Values feed reports, views and rules.
How do I open everything about a customer?
Press the customer's name in the sidebar, labelled Open followed by their name, all their tickets and orders. It opens their customer page with every ticket, their orders, notes and customer fields, so you can see the whole relationship and not just this conversation.
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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.
- Read the Shopify order card in a ticketWhat the order card beside a ticket shows, including status chips, items, fulfilments with tracking, address, totals, order tags and linking.
- Tag a ticketAdd and remove tags on a ticket from the sidebar, create a new tag on the fly, and use tags to build views, rules and reports.
- Create and manage ticket fieldsAdd dropdown ticket fields such as Outcome or Contact reason, make them required before closing and archive them later without losing report data.
- Assign a ticket and set its team and priorityGive a ticket to a teammate, take it yourself, set a team and priority, move it to a queue and tag it, all from the ticket header and sidebar.
Still stuck?
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