View a contact's request history

A contact's page shows every request they've reported. Use it to understand a customer's history before you reply.

Open a contact

1. In the admin portal, select Contacts.

2. Search for the customer and select them.

You can also open the contact from a request's Reporter/contact property.

What you'll see

• The contact's name, email address, company, and role

• A list of requests reported by this contact, with each request's status

Select a request to open it. Use Back to contacts to return to the list.

Why it helps

• Spot repeat issues. A customer reporting the same problem again may need a different fix.

• Personalize replies. Refer to earlier conversations so customers don't have to repeat themselves.

• Prioritize. A customer with several open requests may need extra attention.

No requests?

If you see No requests reported., the contact was added by your team or their requests have been moved or removed.

Contacts with more than one email address

Contacts are matched by email address. If a customer writes from two addresses, they may appear as two contacts. Search by their name or company to find both.