The client overview

Opening a client takes you to its Overview. It's built to answer "what do I need to know about this client right now?" before you pick up the phone or start on a ticket.

The header

Along the top: the client's initials, name, industry and tags, their primary contact with phone and email, their primary location, and details such as their website, how long they've been a client and who referred them.

New Ticket raises a ticket for this client. The ⋮ menu has New Project, Edit Client, Export Data, Client Review and Archive Client.

Needs attention

A row of tiles counting what needs doing for this client. Each one opens a list of exactly those. Only the ones that apply show up, such as:

• tickets past their SLA, unassigned tickets and overdue projects
• work resolved, not invoiced and expenses to bill
• service reviews due, passwords due for a change, licenses over seats and certificate problems
• documents, licenses or vendors the client should have and doesn't
• warranties, licenses, domains and certificates expired or expiring soon

Technical

• Open tickets - the client's open tickets, with how many were opened and resolved in the last 30 days.
• Quick notes - anything the next person should know: gate codes, quirks, who to ask for. Type in it and it saves when you click away.
• Key contacts - the client's contacts with a role (primary, important, billing or technical), primary first, with their phone numbers and email.
• Favorites - the assets and logins you've starred for this client, with a login's password and 2FA code a click away.
• Coming up - the next 14 days: scheduled tickets, events and recurring work.
• Projects and Services, with what needs a look.
• Renewals - domains, certificates, licenses and warranties expired or due in the next 45 days.
• Assets - how many of each kind, and how many warranties are covered or expired.
• Shared links that are still open, and Recent activity - the latest changes, with a link to the client's audit log.

Financial

If your role covers billing, the overview ends with the client's money:

• Balance - what they owe, and how much of it is overdue.
• Paid this year, against last year.
• Recurring - what their recurring invoices bring in a month.
• Not yet invoiced - billable tickets and expenses waiting to be billed, and what they come to. Click it to open Unbilled time for this client.
• Terms - their hourly rate, payment terms, tax ID and tax rate, or that they're tax exempt.
• Unpaid invoices, Recurring invoices and a chart of what was invoiced and paid each month for the last year.