Customer Management

What Is a Customer?

In the platform, a Customer (also referred to as a Portal Customer or company) represents a business you provide services to. Unlike a contact (an individual person), a customer is the company entity. One customer can have many contacts.

Creating a Customer

1. Go to CRM → Customers.
2. Click + New Customer.
3. Fill in:
   • Company Name (required).
   • Primary Domain — the email domain used to auto-link inbound emails (e.g. acmecorp.com).
   • Phone, Website, Address — optional.
   • Default Support Contract — pre-selects this contract on new tickets.
   • Account Manager — the agent responsible for this account.
4. Click Save.

Customer Profile Page

The customer profile is the central hub for everything related to that company:

Overview Tab

Company details and contact information. Account manager, open ticket count, and contract status at a glance.

Contacts Tab

All CRM contacts linked to this company. Click + Add Contact to link an existing contact or create a new one directly from the customer.

Tickets Tab

All helpdesk tickets for this customer, newest first. Filter by status or type.

Assets Tab

All assets assigned to this customer (from the Asset Management module), including linked RMM devices.

Projects Tab

All projects linked to this customer.

Contracts Tab

All support contracts for this customer. Hours consumed, hours remaining, and overages.

Billing Tab

Billing configuration (hourly rate, per-device rate, auto-billing toggle). Recent bills and invoices.

Domain Mapping for Email Routing

When inbound email arrives from an unknown sender, the platform looks up the sender's email domain in Customer Domains (Admin → CRM → Customer Domains). If a match is found, the new ticket is automatically linked to that customer.

To add a domain mapping:

1. Open the customer record.
2. Go to the Domains tab.
3. Click + Add Domain, enter the domain (e.g. acmecorp.com), and save.
4. Once the domain is verified (challenge email sent to postmaster@), auto-routing is active.

Linking Assets and RMM Devices to a Customer

When you create an installer token in the RMM section, you can pre-assign it to a customer. Every device registered using that token inherits the customer link and appears in their Assets tab automatically. You can also manually link assets from the asset detail page → Customer field.