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Tickets & customers

Review a customer in Customer 360

Use a consolidated customer profile to understand previous tickets, activity and available commerce context.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Customer 360 at #/customers/{id} is the single profile: contact fields, organization, tags, ticket history, and optional WooCommerce orders when WooCommerce is active and you have elegant_support_view_commerce.

When to use this

Agents need order and ticket history in one place before they reply. It also prevents opening the wrong person when emails look similar.

Where to find the controls

From #/customers, Inbox customer link, or ticket workspace customer card. Edit uses the same form fields as create.

Who can make these changes

elegant_support_view_customer to open. elegant_support_manage_customer to edit. Merge / anonymize / export / delete require their named caps.

Before you begin

Which fields appear on create/edit follows System → Customers plus tags. Commerce tiles appear only when WooCommerce is available — the helpdesk works without it.

Follow these steps

  1. Open the profile.
  2. Confirm email and organization.
  3. Scan open tickets.
  4. Create a ticket if needed.
  5. Edit profile or tags.
  6. If WooCommerce is present, read recent orders before promising a refund.

Settings reference

Name, email, phone, organization, company, location, status, type, tags, ticket list, activity, optional order table. organization_id is a reference, not free text only.

Example workflow

A billing question: 360 shows the customer, org “Acme”, three tickets, and a WooCommerce order On hold. The agent replies on the existing ticket instead of creating a duplicate.

Good practices

Use 360 before merging. Anonymize is irreversible from the customer’s perspective — export first.

Important considerations

Never grant portal users this screen. Internal notes on related tickets stay off-limits to customers and to Chat AI.

If something does not work

404 customer not found: wrong id or deleted/archived record. Orders missing: WooCommerce inactive, feature off, or missing view_commerce — not an AI problem.

Continue learning

Create a ticket→Manage customer records→Organize customers by company→WooCommerce→

Let’s solve it together.

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LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.