Review customer history in GorgiasUpdated 15 days ago

Use the Customer Timeline to see an overview of a customer’s interactions with your brand, including ticket history and Shopify order data. From the Customer Timeline, you can review past tickets, generate AI summaries, and quickly catch up on context before responding.

Requirements

• Customer Timeline is available on all Helpdesk plans
• Customer Timeline can be used by all roles
• Order data in the Customer Timeline is only available for Shopify stores

Reviewing the Customer Timeline

Each ticket in your helpdesk is associated with a customer. When viewing a ticket, the customer’s details can be found in the right-hand sidebar, and include things like their name, email address, and location, as well as the number of tickets submitted by the customer. The Customer Timeline gives you a single place to review these tickets in a single view.

Open the Customer Timeline

To open the Customer Timeline from a ticket, follow the steps below:

1. From the ticket you’re viewing, locate the customer profile in the right-hand sidebar.
2. Click Open Timeline.
3. Use the filters along the top of the timeline to filter the events in the timeline by date, interaction type, or status. You can also sort events in the timeline by Last Updated or Created date.
4. To return to the ticket, click Close Timeline in the right-hand sidebar.
   
   

You can also open the Customer Timeline when viewing customer profiles in the Customers page. Here’s how:

1. From your helpdesk, click the Customers icon in the navigation menu.
2. Select a customer to open the Customer Timeline.
   
   

Navigate tickets in the timeline

You can review tickets in a preview modal without leaving the Customer Timeline, or expand them if you’d like to send a reply to the customer.

1. From the Customer Timeline, select the ticket you’d like to review.
2. From the ticket preview window, scroll to review the messages in the conversation.
3. Use the Previous and Next buttons in the bottom-right corner to navigate between tickets in the timeline. To return to the Customer Timeline and select a new ticket, click the X icon in the top-right corner of the preview modal.
4. To send a reply, click Expand Ticket. This will exit the customer timeline and navigate to the ticket, where you can type your reply in the message field.
   
   

Summarize conversations

You can generate an AI ticket summary right from the Customer Timeline to catch up on a customer’s previous interactions. You can manually generate a ticket summary on any open tickets with three or more messages, and on closed tickets, the summaries will be automatically generated.

1. From the Customer Timeline, select the ticket you’d like to review.
2. From the ticket preview modal, click Summarize. If the ticket is closed and contains more than three messages, the AI Summary is automatically generated and will appear at the top of the conversation.
   
   

Review Shopify order data

If a Shopify store is connected to your helpdesk, you’ll also see the customer’s Shopify order history alongside their tickets in the Customer Timeline. Each order is displayed with the Order number, Status (e.g. Paid, Unfulfilled), Date, Total order amount, and Item count. If you’d like, you can filter the Customer Timeline to display only order data. Here’s how:

1. From the Customer Timeline, locate the Interaction Type filter at the top of the timeline.
2. Click the dropdown menu, then uncheck the box next to Tickets and check the box next to Orders.

Merge customer profiles

The tickets that appear in the timeline are linked by the contact email address provided by your customer. Sometimes, a customer might reach out from a channel that doesn’t require an email address (like Instagram DMs), or from a different email address than they’ve used previously. If you’d like all these tickets to appear under one Customer Timeline, you can merge the customer profiles.

1. From a ticket, search for the customer in the right-hand sidebar by name, order number, email address or phone number.
2. Select the profile you’d like to merge, then click Merge.
3. Select the data you’d like to keep from each profile (the fields in blue will be kept).
4. Click Merge Customers, then click Confirm.