Customer Creation and Management
How to set up, modify, and read customer records.
Written by cory vinson
Updated at November 29th, 2024
Customer records hold everything the system knows about your customer base and makes it easily accessible. You can add and work with customers from either the AgileTix app or the Web portal so follow the walk through for your platform of choice.
Working with Customers in ATS App
Begin by Logging In to Agile Ticketing Solutions (ATS) App on either the Admin build side or the POS and Sales side.
From the Admin side of the app you need to locate Customers inside of your green Customer Relations Folder which can be found in multiple locations depending on the setup of your organization.
From the Sales and POS side of the ATS App, click the Customer Lookup button.
From both locations, you can Search for and double-click to make changes on an existing customer account or add a new customer with the Add New Button.
When adding a new customer from the Admin side of the app you will get a Customer Properties window which allows you to enter all customer information.
From the Sales or POS Side of the app you will get a Quick Add customer window which will only require first and last name, with email being highly encouraged, before adding the new customer to your order in progress.
You will have to edit the Quick Customer record to add additional information.
Choose the tab you would like more information on.
The general tab holds basic customer and business information such as their name, address, phone numbers, answers to customer questions, and tax status.
Start in the General Info section with the customer name and email address, a customer number will be assigned once you click OK or Accept to save this record. Do not check the Business box or this will not be a customer account. Checking the Receive Email related to check box will opt this customer in to getting promotional emails from your organization.
You can include an image on the record of a customer using the upload or Camera buttons below the portrait frame. This image will show when the customer record is pulled up and can be included on passes or membership cards.
In the Address area you can record as many addresses as are needed using the Primary check box to designate the one to be used by default. Use the Green Plus button to add additional addresses.
Phone Numbers can be stored in the Phone Numbers area and if you have an active customer questions they can be viewed and changed in the Customer Information area.
Lastly, if this customer is tax exempt you can designate that and their Tax ID number in the Tax Info area.
Start in the General Info section with the business name and email address, a customer number will be assigned once you click OK or Accept to save this record. To learn how to tie this business to an owner or employee read more on the related tab. Checking the Receive Email related to check box will opt this customer in to getting promotional emails from your organization.
You can include an image on the record of a business using the upload or Camera buttons below the portrait frame.
In the Address area you can record as many addresses as are needed using the Primary check box to designate the one to be used by default. Use the Green Plus button to add additional addresses.
Phone numbers can be stored in the Phone Numbers area and if you have an active customer questions they can be viewed and changed in the Customer Information area.
Lastly, if this business is tax exempt you can designate that and their Tax ID number in the Tax Info area.
Classifications are broad groups that customers and businesses can be placed into for the purpose of reporting and engaging with some subsystems. Use the Gray Arrows to move a classification from Available to Selected to apply it to this record.
Adding new classifications is done at the regional level, open the green customer relations folder and select Classifications to see the ones you have and add more.
Right-click in the Customer Classifications area and select New to add more.
In the Classification Name field put what you want to call this Classification and click OK to save it. This Classification will now be available to select for all customers.
The Notes tab can be used to store what this classification should be applied to.
The Related tab allows you to create and manage links to other customer records in the system. This pathway will be created automatically when customers forward tickets back and forth or can be created manually when creating a new business account.
Click the Green Plus button to add a new related person.
Once the Customer Relations window opens use the drop-down menu to select something in the Relationship field. There is no difference between the various types save for records and display and you can change any of these fields later.
Next is Customer number which you can enter if you know it and click the green check to assign this customer as a related contact. Use the Magnifying Glass to look up a customer if you do not know their number.
When the Customer Search window appears either do a search for a customer or use the Add New button to create a new one and go back to the top of this article.
After selecting or building a new customer use OK to accept this choice with them now in the name field.
Now with a related customer on this record you have some additional options along the top bar. Use the clip board to edit this relationship, the person with pencil to edit that customer record or the red X to delete this relationship.
The Membership tab allows you to manage this customer's membership. You may manually edit a member's expiration date, add or modify the dates of their benefit groups, or add additional member benefits. To learn more about building a new membership program click Here.
Right-click in the membership area and select Add to start.
Membership Corp will be the organization this membership is sold for and will likely have only one option. Membership Type will be the membership program this membership is from.
Buyer Type is the sales channel this membership will be attributed to in reporting. When manually adding a membership leaving this as AMS Box Office is best practice. Membership Price is where you pick the level of membership being assigned from the list of prices you have already created.
In the Customer Membership Properties area the first field is Member # which will be auto-assigned once you save this membership. To manually assign this number uncheck the Auto Assign box and type the desired number in the box.
While creating a new membership you will not be able to add customers other than the record you are working with. To add more customers to the membership use the instructions for modifying an existing membership.
Joined Date will default to the day you create the membership but may be changed to anything date past or future. Make sure you change the Expiration Date to create a window where this membership will be active. Leave Enabled checked or this will not be an active membership.
The Barcode field will hold a specific barcode in cases where that will need to print later. Approval Required is for memberships with an approval requirement, make sure Approved is checked in those cases as it will be in all others by default.
Click OK or Apply to save and close this membership.
Next, you need to assign benefits to this membership right-click and select Properties then swap to the Benefits Groups tab.
Right-click and select Add to create new benefits.
Make sure the dates here line up with the membership join and end dates then select the level of membership benefits to be granted. Click OK to save and OK again to save this membership with benefits.
Right-click an existing membership and select properties to modify that membership.
All information regarding purchase and membership level is locked and can not be changed after creation. In order to change any item at the top of this window you must create a new membership for this customer using the manually adding a membership instructions.
In the Customer Membership Properties area, you can still change the Member #. This can be useful when replacing a membership as retiring that number on the old membership and reusing it here saves printing a new card.
In the Customer area, you can manually add a customer to this membership using the Blue Plus button.
On the customer search window either look-up another customer or use the add new button to create a new record to attach. Click OK to save and repeat as needed until all members have been added.
With more than one customer on this membership you may now use the Blue Arrows to rearrange them and the Red X to remove someone. The Customer with pencil button will launch that customers record.
Joined Date and Expiration Date can both be altered to add or remove time from this membership. Any changes made here need to be repeated on the Benefit Groups tab or customers may lose access to one or both unexpectedly.
Right-click the benefit group to access the Properties for this membership and make the same changes to this date. Use OK to save any changes.
The Barcode can be changed here to match a card that has already been printed so long as that cards number has already been changed. The system will error on having any two memberships with the same number so you must change the old one first. Use OK to save any changes.
The Web Logins tab holds information about when and how your customers access their accounts online. If this tab is blank it means this customer has never logged in online.
From this page you can see what a customers login is as well as the last time it was used.
To create a new login on this customer account use the Add Web Login button on the menu bar. This can be done for customer with no login or to test on a customers account when they report difficulties online.
When the web login window opens enter a user name, password, and answer the security question then click OK to create a new user login.
The Edit Web Login checklist will let you change a user name, password, or security answer.
The Email Login Info envelope will send a login link for this account to any email address you want.
The Delete X will remove the selected login.
Touch points allow you to set tasks for specific customers and assign them to particular agents within your organization. On the Touch Points tab right-click and select Add to begin.
Subject is the title for this task and is not customer-facing so name it something that reminds you what needs to be done.
Type is the method of contact that should be used for this task and Assigned To is the agent who will perform it.
Due Date when checked will set the date you give and the deadline for this task and Completed should be checked only once this touch point is no longer needed.
In the Comments put what should happen for this touch point. Click Ok to Save and close this touch point.
Once a touch point is set the agent it is assigned to will begin seeing it on the dashboard of the Sales side of the app until it is marked as completed.
Sales Info is where you will find a record of every order this customer record has tied to it. At the top of this tab in the Sales Line Type Summary section you will find the totals for item categories such as Event - Admission, Catalog, and Donations.
In the bottom section you will find all of the Orders for this customer record listed most recent to least, click the plus to expand and see what was on this order.
Clicking the Globe in the Web column will load this order in a browser and show other order details such as payment method and amount.
When viewing a customer record from the sales side of the AgileTix app you will see an additional column called Maint which will open this order in maintenance mode so you can make changes to it.
Account Benefits is where you will find or can create benefits that will live here at the customer record level. For instructions on how to create these by hand follow the instructions for New Membership/Pass/Account Benefits Here.
The Notes tab will hold any information you need to keep track of for this customer and is not customer facing. Checking the Operator Notice box will cause this to display as a pop up in the box office when this customers record is pulled into an order. This can be useful for passing notes to the box office no matter who next helps this customer.
Working with Customers in the Web Portal
Begin by Logging In to the Web Portal and locate Customers in the Customers Relations section on the left menu bar.
From here, you can Search for and make changes on an existing customer account using the Edit Pencil or add a new customer with the Add Customer Button.
When adding a new customer from the web portal you will get a Customer page which allows you to enter basic customer information to start and more after you save.
Use this decision tree to find and explore the various areas of a customer record.
The properties section holds basic customer and business information such as their name, address, phone numbers, answers to customer questions, and tax status.
Start in the Properties section with the customer name and email address, a customer number will be assigned once you click Save Changes. Do not check the Business box or this will not be a customer account. Checking the Receive Email related to check box will opt this customer in to getting promotional emails from your organization.
You can include an image on the record of a customer using the upload or Camera buttons below the portrait frame. This image will show when the customer record is pulled up and can be included on passes or membership cards.
Below the name and email area you can record the Primary Address of this customer. Once you have saved this record you will be able to add additional addresses.
Phone Numbers can be stored in the Phone Numbers area and if you have an active customer questions they can be viewed and changed in the Customer Information area.
The Notes section will hold any information you need to keep track of for this customer and is not customer facing. Checking the Operator Notice box will cause this to display as a pop up in the box office when this customers record is pulled into an order. This can be useful for passing notes to the box office no matter who next helps this customer.
At the bottom of this screen are any Customer Questions you have created and the one that are required will be marked with an asterisk. Click Save Changes to create this record.
Start in the Properties section with the business name and email address, a customer number will be assigned once you click Save Changes. Check the Business box or this will be a customer account. Checking the Receive Email related to check box will opt this customer in to getting promotional emails from your organization.
You can include an image on the record of a business using the upload or Camera buttons below the portrait frame. This image will show when the business record is pulled up and can be included on passes or membership cards.
Below the name and email area you can record the Primary Address of this bueiness. Once you have saved this record you will be able to add additional addresses.
Phone Numbers can be stored in the Phone Numbers area and if you have an active customer questions they can be viewed and changed in the Customer Information area.
The Notes section will hold any information you need to keep track of for this business and is not customer facing. Checking the Operator Notice box will cause this to display as a pop up in the box office when this customers record is pulled into an order. This can be useful for passing notes to the box office no matter who next helps this business.
At the bottom of this screen are any Customer Questions you have created and the one that are required will be marked with an asterisk. Click Save Changes to create this record.
Classifications are broad groups that customers and businesses can be placed into for the purpose of reporting and engaging with some subsystems. Use the Black Arrows to move a classification from Available to Selected to apply it to this record.
Adding new classifications is done in the General section of the Settings Menu.
Click the red Add Sub Class button to add a new classification.
Type the name of this new classification in the Classifications field and add additional designations in the Sub Class field. Leave Enabled checked and click Save to create this new class.
The Memberships section allows you to manage this customer's membership. You may manually edit a member's expiration date, add or modify the dates of their benefit groups, or add additional member benefits. To learn more about building a new membership program click Here.
Use the Add New Membership button to manually create one on this customer record.
Membership Corp will be the organization this membership is sold for and will likely have only one option. Membership Type will be the membership program this membership is from.
Buyer Type is the sales channel this membership will be attributed to in reporting. When manually adding a membership leaving this as AMS Box Office is best practice. Membership Price is where you pick the level of membership being assigned from the list of prices you have already created. Click Proceed to move on to the remaining details.
On the Membership Add window Member Number will be auto-assigned once you save this membership. To manually assign this number uncheck the Auto Assign box and type the desired number in the box.
Joined Date will default to the day you create the membership but may be changed to anything date past or future. Make sure you change the Expiration Date to create a window where this membership will be active. Leave Enabled checked or this will not be an active membership.
The Barcode field will hold a specific barcode in cases where that will need to print later. Approval Required is for memberships with an approval requirement, make sure Approved is checked in those cases as it will be in all others by default.
Next is the Customer tab where this primary member will already be displayed in the Current Customer area.
To add additional customers to this membership type their name in the Find Customer field and select them when they appear and click Add Selected to put them on this membership.
Use the Save button to create this membership with these customers attached.
Next, you need to assign benefits to this membership. Use the edit pencil next to the membership you just added and navigate to the new Benefit Groups tab.
Search for the benefit group this membership should have and use the Add Selected button to apply them to this membership
The benefits you are adding will appear in the space below and will already contain the dates this membership is good for. You may make any changes needed to this time frame before clicking Save to apply these to the membership.
The benefits window will close and you may now Save Changes to apply this to the customer record.
Locate the membership you need to change and use the Edit Pencil to load that membership.
All information regarding the membership program is locked and can not be changed after creation. In order to change these values you must create a new membership for this customer using the manually adding a membership instructions.
You can still change the Member Number. This can be useful when replacing a membership as retiring that number on the old membership and reusing it here saves printing a new card.
Joined Date and Expiration Date can both be altered to add or remove time from this membership. Any changes made here need to be repeated on the Benefit Groups tab or customers may lose access to one or both unexpectedly.
The Barcode can be changed here to match a card that has already been printed so long as that cards number has already been changed. The system will error on having any two memberships with the same number so you must change the old one first.
On the Customers tab, you can manually add a customer to this membership. In the Find Customer field search the name of the customer to be added and then select them and click Add Selected.
The added customer will now appear on this membership in the Current Customers section. You can use the Blue Arrows to rearrange these members or the Blue Check to disable the members on this membership.
On the Benefits Group tab you can add additional benefits or make changes to the start and expiration date of already existing benefits. If you made any changes to the start or end date for this membership you should make the same changes here on the benefits.
Click Save to commit any changes to this customer record.
The Customer Relationships area allows you to create and manage links to other customer records in the system. This pathway will be created automatically when customers forward tickets back and forth or can be created manually when creating a new business account.
Click the Add New Related Customers button to add a new related person.
In the Customer area search for the related person and select them from the drop-down.
Use the drop-down menu to select something in the Type field. The various types are the same except for what is displayed on reports, you can change any of these fields later. Click Accept to commit this relationship.
Now that you have a relation on this customer record you can use the Blue Pencil to edit it or the red Trash Can to delete it.
Touch points allow you to set tasks for specific customers and assign them to particular agents within your organization. In the Touch Points area use the Add New Touch Point button to create a new one.
Subject is the title for this task and is not customer-facing so name it something that reminds you what needs to be done.
Touch Point Type is the method of contact that should be used for this task and Assigned To is the agent who will perform it.
Due Date when checked will set the date you give and the deadline for this task and Completed should be checked only once this touch point is no longer needed.
In the Comments put what should happen for this touch point. Scroll down and click Apply to save and close this touch point.
Once a touch point is set the agent it is assigned to will begin seeing it on the dashboard of the Sales side of the app until it is marked as completed.
Account Benefits is where you will find or can create benefits that will live here at the customer record level. For instructions on how to create these by hand follow the instructions for New Membership/Pass/Account Benefits Here.
The Notes area will hold any information you need to keep track of for this customer and is not customer-facing. Checking the Operator Notice box will cause this to display as a pop up in the box office when this customers record is pulled into an order. This can be useful for passing notes to the box office no matter who next helps this customer.
The Web Logins tab holds information about when and how your customers access their accounts online. If this area is blank it means this customer has never logged in online.
From this page you can see what a customer's login is as well as the last time it was used.
Use the Blue Envelope button to resend the login information for this customer.
Advanced Customer Management
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