Customer

1. Basic

• Customer name
• Domain - This field can be used to link contacts to a customer. For example if domain is frappe.io and email is michelle@frappe.io, we can link this contact to frappe.io customer.
• Logo / photo

2. Contact

• Primary email
• Primary phone
• Website

3. Business

• Industry
• Location / time zone
• Custom fields (few key ones only e.g., Plan, Account Type, etc.)

4. Stats

• Total tickets
• Open tickets
• Closed tickets
• Avg. first response time
• Avg. resolution time
• SLA breach count / %
• Avg. CSAT score

5. Related

• Linked contacts (names + emails)
• Recent tickets (ID, subject, status)
• Timeline of recent activity

Contact

1. Basic

• Full name
• Email (primary)
• Phone
• Role/designation
• Linked customer (company)

2. Additional

• Time zone
• Custom fields (few key ones only — e.g., Department, Contact Type)

3. Stats

• Total tickets raised by contact
• Open tickets
• Closed tickets
• Avg. first response time
• Avg. resolution time
• CSAT score

4. Related

• List of tickets linked to this contact (ID, subject, status)
• Timeline of recent activity/interactions

Note

Customer & Contact Relationship

• Customer = Organization or Account.
• Each Customer can have multiple Contacts linked to it.
• A Contact may also exist without being linked to any Customer (e.g., individual users).

Primary Contact

• Each Customer can have one Primary Contact specified in the Customer master.
• Primary Contact and other contacts can be stored in a child table of the inside Customer master.

Permissions:

• Primary Contact can view all tickets raised by any contact under that Customer.
• Other contacts linked to the same Customer may or may not be able to view tickets raised by other contacts of that Customer.
• This visibility is controlled via a setting: Could be Global (applies to all customers). Or Customer-specific (per-customer override in Customer master)