The Customer Details page displays whenever you’re viewing a Customer. 

This document provides a high-level overview of what you’ll find on the Overview subtab of a Customer’s Details page. 

See also About the Assets & Policies Subtab. (Information about other subtabs is coming soon!)

The Header Bar

The header bar at the top displays:

1. Your Customer’s Name/Business, followed by the primary contact’s first and last name (if provided during creation):

2. An action button bar, which allows you to work with your customer. For example, you can create Appointments, Invoices, Tickets, etc.  Here you can also Edit this customer’s information, or use the Actions button menu to Merge, Archive, or Delete this customer.  Use the PDF button menu to create a Customer Label (with barcode) or an Address label for mailing.
3. A tab bar, with the Overview tab highlighted gray to reflect it’s the tab you’re currently viewing. You can use your Customer’s Overview tab as a quick way to see what's happening and work with your customer.

The Left Sidebar

Provided you have enough screen real estate, the main area is divided into two columns. 

At the top of the left column you’ll find an Overview section that acts as a mini dashboard:

At the top is the Customer's outstanding balance, and if Credit(s) exist, the total amount of those. If Statements exist, you can View and/or Email them to your Customer from here. 

You can also click Make Payment to navigate to the New Payment page, where you can apply payment amounts to any open invoices for this Customer.

The Total Invoiced amount for this customer also displays here, so you can see how much revenue you've earned from this Customer to date.

The middle portion of the Overview shows you the number of Open/Closed Tickets, and Unpaid vs. Total Invoices for the Customer:

You can add/modify the Customer's Tags here too.

Data about how quickly and efficiently this Customer's Tickets are being resolved is next. You can learn more about Customer Efficiency reporting here.

Finally, you can toggle Scripting on/off for this Customer:

Below the Overview are other sections related to this Customer, including:

• Customer Information: displays hyperlinked contact information, and a link to this Customer's User Portal you can use to see what they see.
• Appointments: view upcoming appointments, or create a new appointment with the Customer.
• Reminders: view reminders you previously created, or create a new reminder related to this Customer. Reminders appear for the dates/times you choose.
• Documentation: create new documentation pages for this Customer. You can upload and attach files, and use Template Tags.
• Notes: write or revise a quick note related to the Customer. (What you type here doesn't create any type of reminder.)
• Attachments: click Activate Copy/Paste Attachments to enable the drag-and-drop area, or click Upload and select a file:

Once each file has been uploaded, click the triple dot icon to Download it, make it available to your Customers in their Portal, or Remove it:

The Main Page Area

The larger right column, or main page area, displays various sections that allow you to see what's happening at a glance for this Customer, and in many cases, perform most common actions.

Tickets Section

See the ID, Subject, Created Date and Status for this Customer's most recent Tickets. Quick Preview a Ticket's details using the magnifier icon, or click into individual Ticket numbers. Use the controls in the section's header to filter by Default/Resolved/Unresolved Tickets, to Create a New Ticket for this customer, or navigate to see all Tickets:

Estimates Section

See the Number, Status, Estimate Name, Created Date, and Total amount for this Customer's most recent Estimates. Quick Preview an Estimate's details using the magnifier icon, or click into individual Estimate numbers. Easily create a New Estimate for this customer:

Invoices Section

See the Number, Status, Invoice Name, Date, and Total amount for this Customer's most recent Invoices. See which invoices were Paid and those that have/have not had payment applied (Took Payment). Quick Preview an Invoice's details using the magnifier icon, or click into individual Invoice numbers. Use the controls in the section's header to toggle between one-time and recurring invoices, to Create a New Invoice for this customer, or navigate to see all Invoices:

Contracts Section

See the Name, Status, Start/End Date, and Est. Amount for this Customer's most recent Contracts. Click into individual Contracts to see the details. Click +New to Create a Contract for this Customer:

Assets Section

See the Names and Types of the Assets currently being monitored and managed for this Customer. Quick Preview an Asset's details using the magnifier icon, or click into individual Asset names. Use the controls in the section's header to create a new Manual Asset or RMM Agent Installer. Click View All to see all Assets:

The green bubble means the Asset is online; empty means it's offline. The Remote column includes icons that allow you to access the asset remotely and/or use backgrounding tools.

Payments Section

See the Date payments were taken and how (e.g., “Method” might be ACH, Check, Credit Card, etc.), any note/Message associated with the payment, the Invoice(s) the payment is related to, and the Amounts:

Customer Credits also appear in the PAYMENTS section, which you can expand to apply:

Portal Users Section

A (Customer) Portal User is a Customer/Contact who has an account that enables them to view all sorts of information about their Tickets, communicate back and forth with you, and pay you. The Customer Portal facilitates another level of communication to your Customers to stay informed about their repairs or work being conducted by your business.

Here you can see the list of Portal Users associated with this Customer. Click +New to create a new Portal User for this Customer:

Click the Customer/Contact field to select an individual. If desired, change the Syncro-generated Login to something you'd prefer. Don't forget to click Save.

Then click the Expand icon to show more details:

Create a strong password using the on-screen tips, and assign this user to the appropriate Portal Group. You can also check the box to require this user to set up MFA. 

Click Update Portal User to save without sending an email. Click Send Registration Email Instructions to add this user and send instructions to the Customer/Contact email on file.

Click the red X to delete the Portal User, click into a field or the expand caret at any time to make updates.

Additional Sites/Addresses Section

Click +New to add an additional site/address for this Customer.

Tips: 

• This is the same as clicking +Add Another Site/Address when you Create a Customer, and any additional sites/addresses you created during that process also appear here. See also Best Practices for Creating Customers. 
• Click the location pin icon to the right to display the address on Google Maps.

Click the red X to delete site/address.

Purchases Section

Customer Purchases is a Syncro feature that allows you to buy hardware/goods (e.g., laptops) from your Customers. This feature sees the most use in break-fix businesses, but often exists in MSP flows. The PURCHASES section displays the Date a purchase happened, the Status, and the amount you paid the Customer. 

Click +New to create a new Purchase for this Customer:

You can select an existing Product from your inventory items, or Create a Product or Service on the fly. 

Leads Section

The LEADS section displays incoming Leads (or initial emails that typically become Tickets) from existing or prospective Customers/Contacts:

You can easily see the date they were Created, the Subject associated with the Lead, and the Status. Click a hyperlinked status to navigate to the "Convert Lead into a Customer and/or Ticket" page and move the Lead along in your process.