📇 Customer Address Book
Customer profiles, interaction history, and duplicate/merge tools — the shared record every ticket and shipment links back to.
Favorites
Star a customer to pin them to the top of the list — useful for repeat buyers or accounts you work with often.
Click a name for the full profile
Ticket history, shipment history, tags, and an interaction log (calls, emails, notes — with attachments) all live in one view.
Deleting is safe
Deleting a customer with real ticket/shipment history is blocked — you'll be told to merge instead if you're trying to clean up a duplicate.
Merge Duplicates (admin)
Finds customers with the exact same name or email and lets you pick which record survives. The other's tickets, shipments, and notes all move over — irreversible, so review carefully.
Customer Address Book
| Name | Attention | Address | Phone |
|---|
🎫 Support Tickets
General customer inquiries plus the RMA (Return Merchandise Authorization) workflow for returned units.
RMA vs. General
Set Type to RMA when a unit is coming back — it unlocks the intake and disposition steps. General tickets are for everything else.
RMA Intake
Click "Mark Received" as soon as the returned unit physically arrives.
Resolving an RMA
After inspection, pick a disposition (Replace/Repair/No Fault Found/Denied) and resolve — this moves the ticket to Resolved.
Escalate to CAPA
For a serious or safety-related issue, use "Escalate to CAPA" to open Quality's New CAPA form pre-filled with this ticket as the source, in a new tab.
Internal vs. Reply
Check "Internal note" for staff-only notes that aren't meant to read as something the customer already saw.
Tickets
| Status | Ticket # | Customer | Type | Priority | Assigned |
|---|
📄 Sales Contracts
Flexible sales contracts with your own customers — hardware, software, service, or one-off line items, with quote emailing and a printable PDF.
Line items are flexible
Mix one-time hardware charges with recurring monthly or annual service lines on the same contract — each line item can set its own cadence, or inherit the contract's default.
Send as a quote
"Send Quote Email" emails the contract to the customer with your reply-to set to your own address, so their reply reaches you directly.
Printable PDF
"Download/Print PDF" opens a print-ready version with your company header — save as PDF or print directly.
Status is yours to set
Move a contract through Draft → Sent → Signed → Active → Expired/Terminated as it progresses — nothing here is tied to an automatic payment yet.
Sales Contracts
| Contract # | Customer | Status | Term | Total |
|---|