Table of Contents:
You can add a new customer from the customer page by selecting 'New Customer' here:
Alternatively, you can quickly add a new customer from the 'plus' menu option here:
When setting up a new customer, you have the ability to set up their contact information as well as some additional settings. Once created, you'll have the ability to add assets, devices, stored credit cards (with a payment integration), attachments and notes to the customer's profile. Also, once you begin to perform work for the customer, information like linked tickets, invoices, payments will all be accessible from the customer's detail page.
This is the main 'New Customer' page, let's go ahead and break down some of these settings individually.
There are times where you no longer do business with a client, don't want them listed any longer, but also don't want to lose all the records you have with them. That's where Archive Customers comes in. To do this action head to the Customer Detail page for the client you want to Archive.
Once you click Archive, the page will refresh and you are taken to the Customer Index page with a banner saying the customer was archived.
To View Archived Customers, head to the Customer Index page and click Customer Modules > Archived Customers.
Once you are looking at the list of Archived Customers, click the Customer Record you want to enable and click Actions > Re-Enable.
The 'Basic Info' section will consist of all of your customer's contact information. By default, none of these fields are set to 'required', however, you can configure this in your Customer Preference settings located at:
Admin > Customers > Preferences.
Some important things to note regarding this section:
- Business names take precedent over first name / last name when viewing all of your customers from the main customer list.
- The 'Mobile' drop down expands so you can select the phone type. So, you may enter various phone numbers of different types by selecting the 'Add New Number' button.
- The 'Add Another Address' allows you to enter multiple addresses on file. You may also choose from the types 'Bill to', 'Ship to' and 'Physical'.
Note: We use customer emails as the unique identifier among customers in Syncro. So, no two customers may have the same email as the primary email.
If you'd like to use the same email among multiple customer accounts, you can do so in the Additional Notification Emails or Additional Invoice CC Emails sections covered in the next section.
Alternatively, you can use the same email across different customer accounts through customer contacts. More information about customer contacts available here.
Internal Ticket Warning:
The Internal Ticket Warning allows you to have a message appear on a per-customer basis every time a new ticket is opened on their behalf.
The setting is enabled in the ticket preferences section here. Every time a ticket is created for the customer thereafter, the message will appear on the ticket like so:
Anywhere that Customer name shows in the Customer Tab, Tickets, Invoices or Estimates there is a hover-over icon that can be clicked providing information about that customer and allowing to perform various actions to editing the Customer Record.
The customer settings section allows you to configure some advanced settings for the customer.
Tax Rate / Tax Free: These fields will allow you to set a default tax rate for the customer or whether the customer is 'Tax Exempt' by choosing Tax Free.
Enable Portal User: Allows you to create a portal user for the customer and will automatically send them an email to set up their login to the email on file. If no email is listed, you can manually add login information.
SMS Service Enabled: Allows you to enable or disable SMS communication using the customer's mobile number.
Receive Billing Emails: When this is selected the top-level customer email will have all billing related emails sent to them
Receive Marketing Emails: When this is selected the top-level customer email address will receive Mailer emails.
Receive Report Emails: When this is selected the top-level customer will receive all ticket correspondence emails.
No Email - Of Any Kind: Disables all email communication from being sent to this customer.
Send Portal Invitation: If enabled, will send a portal invitation for the customer to set up and create a password for. More information on using passwords with the customer portal available here.
Additional Notification / Invoice CC Emails: Allows you to add additional emails to be notified along with the primary account. Emails entered in the 'additional notification' field will receive ticket-related emails, and 'invoice CC email addresses' will receive notifications related to invoicing only.
Additional Ticket Matching Email Addresses: Allows you to add additional emails that will attach to this customer when tickets are emailed in, in addition to the main customer and contact emails.
Default Invoice Terms: Allows you to set a default payment term for the customer. More information about invoice terms here.
Customer custom fields can be accessed by selecting the 'Custom Fields' tab in the new customer section. You may also manage your customer custom fields from this the New Customer page by choosing 'Manage Custom Fields' located at the top-right of the New Customer page. More information about customer custom fields here.
Masked credentials are a way to securely store login credentials, but also make them easy to access without requiring a long password to be entered. Credentials can be saved under a customer, contact, or a document in the documentation center. These credentials can be accessed in the customer portal or can be private/internal.
Additionally, the password field is salted and encrypted. The salt is per row. The password is only decrypted and sent to the client at the time that the field is clicked to be shown.
Head to the Credentials tab on the Customer detail page to add, edit, view, or delete customer credentials.
Name: This is there to help categorize the credential so you know what it's for.
Username: Usually an email but can be whatever Username type you want (Text Field)
Host/URL: Link to the site if applicable
Password: Click the field to enter a password. Next time the page loads, this field will be starred
Notes: Any notes for the credential
Public: Choose whether the credential is public or private/internal
After you have entered everything you should be all set. It's worth noting that once the page refreshes and moving forward the password field defaults to showing stars until clicked.
Creating a contact credential:
Head to the contacts tab for an existing contact to add, edit, or delete credentials.
Access to the credentials in the customer portal can be handled by Portal User Permission Groups:
- Add "Credentials - View All" and "Credentials - View Mine" for credentials
Restricting internal user access to credentials can be handled through Security Group settings:
- Add "Credentials - View, New, Edit, Delete"
Credentials in Documentation Center:
Masked credentials can be added to documents within the documentation center to be shared internally or publically on the customer portal. More information on adding masked credentials to the documentation center here.
You can select as many customers as you want, or all customers, to make bulk edits, manage portal users, or archive your customers, contacts, or both:
The Bulk Edit will allow you to update email preferences, invoice templates and terms, and change tax settings:
Bulk Enable Portal Users will allow you to change the portal permission group, turn MFA on/off, or enable/disable the customer portal for the selected customers or contacts: