The Customer page is your ultimate hub for efficient customer navigation and management. With quick access to contact profiles, device management, tickets, contracts, alerts, and more, you have all the tools you need to keep your customers organized and up-to-date.
Note: The Customer page is available to MSP subscribers only.
Overview
The Overview tab is divided into three sections that offer quick access to contact details (phone number, address, domains, website, customer creation and modification dates, etc.), custom fields, and notes for additional information.
- Click on the respective fields to enter or edit the phone number, address, postal/zip code, fax, domains, website, business ID #, ticket creation limitation, and notes. For addresses, simply click the Google Maps icon (
) to view and verify the location directly in Google Maps.
Customer rank
The Customer rank allows for easy identification of customer priority. You can filter by customer rank on the Customer and Ticket pages.
Pinned fields
Pinned fields are details from the Overview tab that you can pin to the top of the Customer page, making them always visible across all tabs.
Hover over the field area and click Edit pinned fields to add, remove, edit, or adjust the order of the fields.
Note:
- Pinned fields apply to all customer pages.
- A minimum of 3 fields and a maximum of 6 fields are required.
Contacts
The Contacts tab organizes key details for contact management, including job titles, contact information, and device associations. You can add contacts, import contacts via CSV, or sync with Azure AD. It also tracks the latest modifications to contact profiles.
Contact tab columns
- Job title: Displays the contact's current job title.
- Email: Displays the contact's email address.
- Phone: Displays the contact's telephone number.
- Mobile: Displays the contact's mobile telephone number.
- Associated agent: Displays the contact's associated device or agent.
- Last modified: Records the date of the most recent update to the contact's information (format is MM/DD/YYYY).
- Status: Displays whether the contact is active or deactivated.
Search contacts
Search contacts by contact name.
Contacts table settings
Edit and arrange table columns to highlight the most relevant contact data.
Manage contacts
Add a new contact to the customer, import contacts via CSV, or sync with Azure AD.
Devices
The Devices tab streamlines device management with functionalities for assigning profiles, installing software, customizing views, and a lot more. Advanced filtering and a dynamic search bar enable efficient navigation and operation across all your customer's devices.
Devices tab columns
- Device name: Displays the name assigned to the device.
- Last login: Displays who last logged in, and when (format is MM/DD/YYYY HH:MM:SS AM/PM).
- Device type: Displays the device type (e.g., PC, Mac, SNMP).
- Availability: Displays whether the device is currently online or offline.
- Alerts: Displays the number of informational, warning, and critical alerts related to the device.
- Customer name: Displays the name of the customer associated with the device.
- Folder name: Displays the folder where the device is categorized.
- Pending reboot: Indicates whether a reboot is needed for updates to take effect. Click Reboot required to immediately reboot the device — or schedule it for later. Learn more
- Available patches: Displays the number of patches awaiting installation. Click Manage to install the available updates.
- Actions: Click the Manage dropdown to perform various device-related tasks. This column is permanent.
- Remote access: Click Connect for remote device access and a dropdown for additional tools and settings. This column is permanent.
Search devices
Search devices by device name, IP address, or machine name.
Filter devices
The advanced filters provide even more specificity to locate exactly what you need. Filter the displayed devices by:
- Device type: Filter by PC, Server, Mac, Linux, SNMP, TCP, HTTP, Generic.
- SNMP type: Filter by a variety of SNMP types, such as Access Points, Firewalls, and Routers.
- Availability: Filter by Unreachable, Offline, Online, and Retired.
- Alert category: Filter by Hardware, Disk, Availability, Performance, Exchange, General, Networks, Apps, and Script-based.
- Alert severity: Filter by Information, Warning, and Critical.
- Monitored: Filter by monitored devices.
- Favorite: Filter by favorited devices.
- Devices pending reboot: Filter by devices that require a system reboot.
There are also advanced filters at the bottom of the Filter menu that you can use to refine your search even further. Learn more
Categorize your devices effectively via the folders dropdown menu, making it easier to manage and apply actions to grouped devices.
Devices table settings
Select the view that best fits your preferences (detailed or compact). You can also edit and arrange table columns to highlight the most relevant device data.
Actions
Add a new device to the customer and manage the addition and removal of customer folders.
Manage devices
- Run script: Execute scripts or run a script directly from the Shared Script Library.
- Assign automation profiles: Assign automation profiles to the customer, specified folders, or selected agents to streamline IT management tasks.
- Install software: Install standalone software applications or software bundles on selected agents.
- Assign threshold profiles: Assign threshold profiles to the entire customer, specified folders, or selected agents to ensure system integrity and performance.
Access more options via the ellipses menu:
- Edit relations: Assign the agent to a different customer and/or folder.
- Shutdown actions: Log out, restart, or shut down the selected agents.
- Helpdesk agent actions: Activate or deactivate the Helpdesk agent for the selected devices.
- Apps: Deploy activated App Center integrations.
- Delete: Delete the selected agents.
You can also manage individual devices by clicking the Manage dropdown on the device itself. The following operations are available:
- Patch management: View and install available Windows and Mac updates. Learn more
- Package manager: View and upgrade installed Linux packages. Learn more
- Software inventory: View and uninstall software. Learn more
- Software installation: Install software via Chocolatey (for Windows), Homebrew (for Mac), and your private software repository. Learn more
- Run script: Execute your own uploaded scripts or run a script directly from the Shared Script Library (Windows and Linux devices). Learn more
- Service manager: Start, stop, or restart a service (Windows devices). Learn more
- Task manager: End any unnecessary tasks (Mac devices). Learn more
- Shutdown actions: Log out, restart, or shut down the selected agents. Learn more
- Command prompt: Run your own command or generate one using AI (Windows devices). Learn more
- Terminal: Run your own command or generate one using AI (Mac and Linux devices).
- SSH: Run your own command or generate one using AI (Linux devices). Learn more
- PowerShell: Run your own command or generate one using AI (Windows devices). Learn more
- User activity: See active, disconnected, idle, or locked-out users (by username) on the device as well as when they were last active. Learn more
- Apps: Deploy activated App Center integrations. Learn more
-
More tools: (Windows devices and servers)
- Helpdesk agent: Activate or deactivate the Helpdesk agent for the device. Learn more
- File transfer: Manage files and folders on the remote device (e.g., search, upload, download, and deletions. Learn more
- Event viewer: View logs and troubleshoot by examining the event records of the remote device. Learn more
- Registry editor: Access the remote device's registry, enabling you to view and edit registry keys and values for advanced configurations. Learn more
- Chat: Open a chat with the device's contact for swift communication and support. Learn more
Manage customer
Click the ellipses menu () on the top right of the customer page to switch to the old customer look or to delete the customer.
Contracts
The Contracts tab organizes key details for contracts including start date, end date, type of contract, SLA, and status.
Contract tab columns
- Contract name: Displays the name of the contract.
- Start date: Displays the start date of the contract.
- End date: Displays the end date of the contract.
- Type: Displays the type of contract (Standard, block, monitoring, or project).
- SLA: Displays the SLA assigned to the contract.
- Status: Displays whether the contract is active or expired.
Search contracts
Search contracts by contract name or type.
Contract table settings
You can also edit and arrange table columns to highlight the most relevant contract data.
New contract
To add a new contract, click New contract.
Assets
The Assets tab provides tools for managing asset inventories with a search bar for quick filtering, the ability to view assets by different groupings, and options to add new assets or delete existing ones. Learn more
Assets tab columns
- Name: Displays the name of the asset.
- Asset type: Displays the asset type.
- Status: Displays the status of the asset (In use, In stock, Purchased, Damaged, Retired)
- Purchase date: Displays the purchase date of the asset.
- Warranty expiration date: Displays the warranty expiration date of the asset.
- Folder: Displays the folder the asset has been assigned to.
- Contact: Displays the contact the asset has been assigned to.
Search assets
Search assets by asset name, asset type, folder, and contact.
Group assets
Group assets to view them by asset type, folder, user, status.
Add asset
Click New asset to add a new asset, or click the arrow to import assets in bulk. Learn more
Tickets
The Tickets tab enables easy and efficient managing of your customer's support tickets, where you can solve tickets using Copilot, see the ticket sentiment (based on the end contact's latest comment), and create new tickets. Learn more
Tickets tab columns
- Details: Displays the ticket number, ticket title, contact, creation date, and modification date. Click the ticket title to open the ticket.
- AI: Copilot swiftly summarizes and solves tickets. Learn more
- SLA: Displays the remaining time for the first response or to close the ticket. Learn more
- Sentiment: Displays the end-user sentiment (positive, neutral, or negative). Learn more
- Assigned technician: Displays the technician assigned to the ticket.
- Priority: Displays the ticket priority (low, medium, high, or critical).
- Activity status: Displays the current communication status of a ticket (unread, read, awaiting requester response, or awaiting technician response).
- Status: Displays the stage in the ticket lifecycle (open, pending, resolved, closed, and custom statuses).
Search tickets
Search tickets by ticket title.
Filter tickets
Filter the displayed tickets by:
- Spam: Filter by Non-spam* or Spam.
- Status: Filter by Awaiting security review, Open*, Pending*, Resolved, Closed, and Deleted.
- Assigned technician: Filter by selecting technicians in your account.
- Ticket priority: Filter by Low, Medium, High, and Critical.
- Ticket impact: Filter by No impact, customer down, Server issue, Minor, Major, and Crisis.
- Ticket type: Filter by Incident, Problem, Request, and Change.
Items marked with an asterisk (*) are the default selections in the filtering options.
Tickets table settings
You can also edit and arrange table columns to highlight the most relevant ticket data.
New ticket
To add a new ticket, click New ticket. Learn more
Alerts
The Alerts tab centralizes critical notifications, offering actionable insights with direct links to related devices. Click the chevron icon () on any of the alerts to see more info, and respond swiftly with integrated ticketing functions. Customizable views and filters, alongside a robust search bar, ensure immediate attention to pressing system alerts.
Alerts tab columns
- Alert title: Displays the title of the alert.
- customer name: Displays the customer name. Click it to open the customer page.
- Device name: Displays the device name. Click it to open the Device page.
- Network scan: Click See scan to open the scanning agent. Learn more
- Created: Displays the time elapsed since the alert was generated. Hover your mouse over it to see the timestamp.
- Severity: Displays the alert severity (information, warning, or critical).
- Category: Displays the alert category (hardware, disk, availability, performance, exchange, general, or network).
- Ticket: You can assign the alert to an existing ticket or create a new ticket for the alert. If a ticket is already assigned, click the dropdown menu to open or change the ticket. Learn more
- Status: Displays the alert status (open, snoozed, or resolved).
- Device type: Displays the device type (PC, server, Mac, Linux, HTTP, SNMP, TCP, generic.)
- Manage device: Click the Manage dropdown to perform various device-related tasks.
Search alerts
Search alerts by alert title, customer name, device name, severity, hardware, ticket number, and status.
Filter alerts
Filter the displayed alerts by:
- Severity: Filter by Information, Warning, and Critical.
- Status: Filter by Open, Snoozed, and Resolved.
- Category: Filter by Hardware, Disk, Availability, Performance, Exchange, General, Network, Apps, and Script-based.
- Device type: Filter by PC, server, Mac, Linux, HTTP, SNMP, TCP, and generic.
- SNMP type: Filter by a variety of SNMP types, such as Access Points, Firewalls, and Routers.
Alerts table settings
Select the view that best fits your preferences (detailed or compact). You can also edit and arrange table columns to highlight the most relevant alert data.
Alert settings
Manage the alert settings for the customer and folders. Learn more
Passwords
The Passwords tab streamlines password management by listing crucial details and offering options to add new passwords or remove them as needed.
Passwords tab columns
- Name: Displays the assigned name for the password.
- Login URL: Displays the URL associated with the password (if applicable). Click it to open the URL.
- Username: Displays the owner of the password.
- Password: Hover your mouse over the password to copy or reveal it.
Search passwords
Search passwords by name, login URL, or username.
Add password
To add a new password, click New password. Learn more
Edit password details
Click the password name to edit its details.
Attachments
The Attachments tab organizes documents by name and upload date, with quick options to preview, download or delete attachments.
Attachments tab columns
- File name: Displays the name of the file.
- Created: Displays the upload date.
Search attachments
Search attachments by file name.
Upload file
To upload a new file, click Upload file.
Preview and download attachments
To preview or download an attachment, hover over a file and click the Preview () or Download (
) icon.
Work from Home
The Work from Home tab enables your end contacts to remotely connect to their devices. Once the device is enabled, share the link with them. Learn more
Work from Home tab columns
- Agent: Displays the device name.
- Contact: Displays the contact assigned to the device. Click the dropdown to assign or update the contact.
- Phone (2FA): Displays the contact number used for Two-Factor Authentication.
- Status: Click the dropdown to enable or disable the device. If the status is not set, you will first need to assign a contact to the device. Provides a selection menu for adjusting the device's remote access availability (enabled or disabled). The status 'Not set' indicates that a contact must be assigned to the device.
Search agents
Search agents by agent name and contact.
Share link
Click Share link and share the remote access link with the contact — along with their Service Portal credentials (username and password) if necessary.
Note: The contact will get a login prompt, and will need to enter their Customer Portal username/password to access their computer remotely. If it's the first time they're connecting, they'll also be instructed to download Splashtop.
Invoices
The Invoice tab organizes invoice details for easy access to invoices and batches. Learn more
Invoice tab columns
- Invoice number: Displays the invoice number and links to the invoice on the Billing page.
- Date: Displays the creation date of the invoice.
- Status: Displays whether the contract is active.
- Batch name: Displays the invoice batch name and links to the batch on the Billing page.
Search invoice
Search invoice by invoice number or batch name.
New invoice
To add a new invoice, click New invoice. Learn more