Customers, reporting and insights · Autessa Support Desk
Customers and companies
Autessa Support Desk keeps a record of every customer and company. Customers are created automatically the first time they email you or sign in to your Help Center, companies are matched by email domain, and each record holds the SLA tier, custom targets, notes and the full ticket history.
The problem it solves
Who is this, and have they written before?
An agent replying to “still broken” needs to know who the customer is, which company they are with, what plan they are on and what they asked last month. Customer records answer that on every ticket.
What you get
- Customers list with search by name, an SLA tier filter, customer since and ticket counts.
- Add a customer by hand with name, email and SLA tier.
- Auto-created customers are flagged for review so you can confirm their details.
- Customer page: details, company, SLA targets (from their plan or custom first-response and resolution hours), notes and ticket history; log a ticket for them in one click.
- Company page: email domain, SLA tier, notes, contacts at the company, open and resolved tickets.
- Contacts are added to a company automatically when they write in from its domain.
- Top customers by tickets on the dashboard.
How it works
How does customers and companies work in Autessa Support Desk?
Someone writes in
Their customer record and company are created from the email.
Plans apply
Domain rules put them on the right customer plan.
Context everywhere
The customer card on every ticket links to the full record.
Every option
Customer and company fields
| Option | What it does |
|---|---|
| Customer | Name, email, phone, company, SLA tier (manual or by rule), custom first-response and resolution hours, notes. |
| Company | Name, email domain, SLA tier, notes, contacts. |
| Auto-created | Flag on records made from inbound messages. |
| History | All tickets, with open and resolved counts. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | View, add and edit customers and companies, set tiers and custom targets, and log tickets for them. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about customers and companies
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk keep customer records?
Yes. Customers and companies are created automatically from inbound email and Help Center sign-ins, with SLA tier, targets, notes and ticket history.
Can one customer have custom SLA targets?
Yes. Set custom first-response and resolution hours on their record.
How are companies matched?
By email domain. People who write in from a company’s domain are added as its contacts.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours