A Customer Company is the central record for everyone you support — the place where their contacts, devices, locations, contracts, and tickets all hang together. This article covers adding a new customer, setting up the fields that matter for billing and routing (including Block Hours and payment terms), and managing the customer through their lifecycle.

Open the Companies list

Go to Customers → Companies.

You'll see three tabs across the top:

• Customers — your active book of business.
• Potential customers — prospects you're tracking but haven't onboarded.
• Former customers — accounts you've offboarded. Their history stays for reporting.

The list columns: Company name, Address, Phone, Main contact, Account manager, Market segment.

Add a new customer

Two paths:

• + Create new company for one-by-one entry.
• Import CSV for bulk loads when migrating from another system.

When creating a company, the key fields to set:

• Company name and abbreviation — e.g., Our Pet Policy / OPP. The abbreviation shows up in tight UI spaces.
• Domain — the customer's email domain (e.g., ourpetpolicy.com). Used to match inbound emails to the right customer.
• Address, phone, website.
• Account manager — the Member at your MSP who owns the relationship.
• Market segment — your own classification (e.g., SMB, Mid-market, Healthcare). Useful for reporting and filtering.

Configure billing fields

Three customer-level fields control how billing works for this company:

Payment terms

Set the customer's default invoice terms (e.g., Due upon receipt, Net 15, Net 30). This shows up on every invoice you generate for them.

Block Hours

Block Hours is a prepaid retainer model. Toggle Block Hours on for any customer who pays for hours up front. With Block Hours enabled:

• You assign an initial block of pre-billed hours to the customer.
• As your team logs time on this customer's tickets, those hours draw down from the block.
• When the block runs out, a new block is generated automatically so billing stays continuous.

Leave Block Hours off for customers billed in arrears for actual hours worked.

Contracts

Open the Contracts tab on the customer profile to attach service contracts to the customer. See Build Contract Types and customer Contracts for the full workflow.

Manage Contacts on a customer

Each Customer Company has its own Contacts list. Open the Contacts tab on the customer profile to see everyone associated with this customer.

Contact fields:

• Contact name, email, phone
• Personal address
• Location — which of the customer's Locations this contact sits at (e.g., Main Office, Remote)
• Job title
• VIP contact flag — surfaces them in priority views and alerts

Add contacts one at a time with + Add new contact, or bulk-load with Import CSV.

Set a Main contact for the company using the Select main contact link in the customer profile header — this is the default Reporter on tickets opened on the customer's behalf and the recipient of system-level customer notifications.

Tabs across the customer profile

The customer profile has seven tabs that scope each kind of work to this customer:

Customer lifecycle

Customers move through three states over time:

1. Potential customer — created during the sales process. Appears in the Potential customers tab.
2. Customer — active. Appears in the default Customers tab.
3. Former customer — offboarded. Click Mark as former customer in the top right of the customer profile to move them here.

History stays intact across all three states. Marking someone as former doesn't delete their tickets, contracts, or invoices.

Tip: Don't delete customers when they churn. Mark them as former instead. You keep the history for reporting and you can reactivate them quickly if they come back.

Related articles

• Log and schedule Interactions
• Plan IT Goals with your customer
• Track Customer Locations and Devices
• Build Contract Types and customer Contracts
• Generate and send Invoices