Customers
Route: /org/resolve/settings?tab=customers · Permission: Manage Helpdesk Settings
1. What a customer is
A customer is someone who can raise a ticket against this project — through the portal, by email, or via Slack. Enrolment is what connects an identity to a project's support surface.
2. How it spreads
3. Enrol a customer on this project
| Field | Control | Required | Notes |
|---|---|---|---|
| Text | ✅ | Placeholder [email protected]. The identity key | |
| Name (optional) | Text | Placeholder Full name |
Then Add Customer.
4. The table
| Column | Holds |
|---|---|
| Customer | Name |
| Contact | |
| Channels | Which intake routes they are active on — e.g. Email, Slack |
| Status | Active or otherwise |
| Joined | Enrolment date |
Search customers… filters the list.
Email is the identity, and it is project-scoped
The same person enrolled on two projects is two customer records. Tickets, catalog visibility and portal access all follow the project. This is deliberate — it is what keeps one client's support history out of another's.
5. Channels
The Channels column records where this customer can reach you. A customer with Slack can
raise tickets from a connected channel; see ChatOps Integration.
6. Don't confuse this with…
| These two | Differ by |
|---|---|
| Customers vs Agents | Raise tickets vs work them |
| Customer vs org user | A customer need not have an Orbit login |
| Customer (here) vs CRM contact | Different records; enrolment here does not create a CRM contact |
7. Troubleshooting
| Symptom | Cause |
|---|---|
| Customer cannot see the portal | Not enrolled on this project |
| Their Slack message did not raise a ticket | Not enrolled, or the channel's scope excludes customers |
| Tickets show an unknown requester | Raised by an address that was never enrolled |