When a customer calls support, the agent sees right away who they are commercially, and can hand a deal over to the sales team without leaving the ticket. This page describes the Customer panel of the ticket page, the Create an opportunity button and what happens when two accounts are merged.
The "Customer" panel
On a ticket page, the right-hand column shows the Customer panel as soon as the ticket has an organization and that organization has an account in the CRM. It brings together:
| Section | Content |
|---|---|
| Account | Account name (link to its page) and status: prospect, customer, former customer… |
| Account owner | The owner of the account, to contact for any sales question |
| Requester | The contact record of the ticket requester, if it exists in the CRM |
| Customer health | The health score out of 100 and its band: healthy, watch, at risk |
| Open opportunities | The five open deals closest to their close date, with amount, expected date and stage; a link leads to all the others |
| Support contract (balance) | The hour balance of the contract, with the "Insufficient credit" or "Below alert threshold" warning |
The number of open opportunities is shown in the panel header: you see it even when the panel is collapsed.
What you see depends on your rights
The panel applies your CRM rights, not those of the support team:
- without a CRM role, you see neither the panel nor the button;
- you only see the accounts, contacts and opportunities your CRM roles open to you: if the account belongs to a salesperson whose accounts you cannot see, the panel does not appear;
- the support contract balance only appears if you are allowed to see that contract.
A ticket without an organization, an organization without a CRM account, or a disabled CRM: nothing is shown, and the ticket is handled as usual.
Creating an opportunity from a ticket
A customer mentions a new need while talking to support? Click Create an opportunity in the ticket actions. The CRM creation screen opens, already filled in:
- the account of the ticket's customer;
- the contact: the requester, if they have a contact record;
- the source "Customer support";
- the name: the ticket title, to adjust.
A banner recalls the originating ticket. Fill in the amount, expected close date or stage, then save. The rules are the same as for a creation from the CRM: required fields of the stages, creation rights. The button only appears if you are allowed to create an opportunity.
When you save:
- the opportunity appears in the ticket's linked items;
- the opportunity page shows the Linked tickets card;
- a note quoting the ticket enters the account timeline.
When two accounts are merged
When accounts are merged (see Duplicates, merge and import), the tickets of the absorbed organization move to the organization that remains, along with their links to it. Each ticket's history records the change of organization, with the reason "CRM account merge".