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Tickets & customers

Manage customer records

Find customer records and connect each customer with their organization and support history.

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

Customers at #/customers is the directory of people who have tickets, portal logins, or chat/email identities. Each row links to Customer 360. You can filter by status, type, and organization, and bulk-archive if you have delete rights.

When to use this

Tickets need a stable customer record so portal IDOR isolation, organizations, and WooCommerce order context attach to one person instead of duplicate emails.

Where to find the controls

Sidebar Customers → #/customers. Duplicate detection defaults: Settings → System → Customers (#/settings/system/customers).

Who can make these changes

View: elegant_support_view_customer. Manage: elegant_support_manage_customer. Export: elegant_support_export_customer. Delete/archive: elegant_support_delete_customer. Merge and anonymize are separate caps.

Before you begin

Default customer status and duplicate rules live in System → Customers. Portal login behaviour is System → Portal plus Feature Manager customer_portal.

Follow these steps

  1. Search name or email.
  2. Filter organization or type.
  3. Open a row for 360.
  4. Use row menu Create ticket when you have create_ticket.
  5. Export or archive from the toolbar if permitted.

Settings reference

Name, email, organization, status, type, location, tags, ticket counts. Create form includes organization picker (search existing or create an org).

Example workflow

Two tickets arrive from the same email via form and chat. Duplicate detection suggests one customer; the agent merges nothing because they already share an id.

Good practices

Search organization first when you support B2B accounts. Export before anonymize or uninstall.

Important considerations

Verify portal access with separate test customers and the configured organization policy. Report access outside the intended scope to support.

If something does not work

Customer not found: they may exist only as a guest chat session until email is collected. Create/search 403: missing view_customer or manage_customer. Empty org filter: no organizations created yet.

Continue learning

Create a ticket→Review a customer in Customer 360→Organize customers by company→Configure the customer portal→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

Contact support ↗
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.