Customer support and renewals
Work tickets, onboarding, health, renewals, and expansion from one connected customer record.
Use this guide when your team owns post-sale service, customer success, or commercial follow-through after the initial deal closes.
Flow
How to work the account
1. Start from the customer hub
Open /crm/customers/[id] when you need the full account story:
- contacts and deals
- support history
- payments and subscriptions
- learning and delivery signals
- notes, tasks, and attachments
2. Keep onboarding structured
Use onboarding playbooks and runs when a new customer needs repeatable setup or rollout work. This keeps ownership and completion visible.
3. Run support with context
Open /crm/support and link tickets to the right account, contact, and deal when relevant. Work the ticket without losing sight of the broader commercial relationship.
4. Review health before renewal becomes urgent
Health snapshots, support volume, inactive customers, and payment issues often point to risk early. Review those signals in the customer record before starting the renewal motion.
5. Capture expansion in a structured way
When the customer shows upsell or cross-sell potential, create an expansion opportunity instead of leaving it in notes.
What changes elsewhere
- Support work can affect account health and renewal confidence.
- Renewal or expansion actions feed the same customer story the sales team will later inspect.
- AI can suggest onboarding plans or kickoff work directly from the customer record.