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Customers
Customer 360 with Stripe + HubSpot context pinned to every ticket.
9 articles
- Contacts vs customers in the Customers pageThe All view shows Stripe-synced customers (with MRR, plan, LTV). The Contacts filter shows everyone else — people who have written in but are not in Stripe.
- End users vs. users: who's a customer, who's on your teamCustomers writing in are end users. Your support team are users. They live in different tables, have different scopes, and only users count as billable seats.
- Merging duplicate customersWhen the same person appears as two records, merge them. Conversations, aliases, and custom fields are combined; nothing is lost.
- Searching for customersFind any customer fast: by name, email, alias, plan, custom field, or any combination, with operators that work the same in the inbox and reports.
- Importing customers from another helpdeskSubmit credentials to an Import Request and Ochre will pull customers and historical tickets from your old helpdesk in the background.
- Custom fields for customersDefine custom attributes (plan, region, account manager, internal ID) on customer records. Now usable as routing-rule conditions, AI context, and report axes.
- HubSpot context on every conversationPull lifecycle stage, lead status, job title, company, industry, and top deals from HubSpot into Ochre's customer panel.
- Stripe context on every conversationConnect Stripe and Ochre attaches MRR, plan, lifetime value, and payment status to each customer's profile, read-only and always fresh.
- Customer 360: everything you know about a customer, on one screenThe customer panel collects identity, history, billing, and CRM context next to the conversation, so you don't have to tab-hunt while answering.