Every person who contacts your desk becomes a customer record, keyed on their email address. So when someone writes in a second time — by chat, email, or form — AB Support recognizes them and their earlier tickets are right there.
This is AB Support’s own customer store — not the AB Sales CRM. A support customer is someone who asked for help; it is not automatically a sales lead. The two products keep their own records so a company can run either one on its own. See what AB Support is.
How a customer record forms
You don’t create customers by hand. The first time an email address reaches your desk — through the web chat, your support mailbox, or a web form — AB Support opens a record for that person and attaches the ticket to it. The next message from the same address lands on the same record.
New email address writes in Customer record created Later tickets attach to the same customer
What’s on a customer
| Field | Where it comes from |
|---|---|
| Name | What the person gave in chat, the form, or their email “From” name. |
| The identity key — how returning customers are matched. | |
| Ticket history | Every ticket this person has opened, across all three channels. |
Why history matters: when you open a ticket, you can see whether this is a first-time visitor or someone you’ve helped before — so you don’t ask them to repeat themselves. See how a ticket works.
The customer store lives inside your support desk — each desk has its own customers, just as it has its own tickets and settings.