Customers

Customers are businesses: VentionDesk only accepts business customers. Every customer has projects, tickets, invoices, documents and a contract.

The customer list

Under Customers, all active customers are shown as cards, with a search and the “Archived” toggle. The health pill (attention or critical) is derived from overdue invoices and blocked projects; a customer with neither has no pill.

Creating a customer

“+ New” › Customer (key k): company name, short name, industry, street, postcode, city, VAT ID, country, contact person, position, email, phone and email domains. VentionDesk uses the email domains to assign incoming requests to this customer — so only enter the customer’s own domains and no general ones like gmail.com.

The customer record

At the top are the customer details: contact person, customer since, email, phone, VAT ID and — for the owner only — the hourly rate. Empty fields are not shown. A click on the email address opens a new email to the contact person.

At the top right of the tile: “+ New” opens a menu with invoice and quote (owner only), project and ticket — each prefilled with this customer. The pencil (“Edit customer”) opens the customer details. “View customer portal” is at the bottom of the tile next to the portal access, as long as the portal is switched on.

Contact details from the customer portal: A customer with portal access maintains email, phone and address (street, postcode, city, country) themselves — in the portal via the account menu › “Your contact details”. They cannot change the company name, short name, contact person, VAT ID and email domains there. Every change is reported by the bell (“Customer … changed their details: address, phone”), with the old and new value in the log. They can only change street, postcode, city and email, not empty them. Invoices already issued stay unchanged — the document was stored when it was finalised; the new address appears on every invoice finalised afterwards. A changed country determines reverse charge for new drafts (a reverse-charge draft is checked again when it is finalised); so take a look when the bell mentions “Country”. In the portal preview you only see the form read-only.

Hourly rate (owner only): in the pencil dialog, field “Hourly rate (net)”. Without an hourly rate no invoice is created from hours — a draft of 0.00 € would look like an invoice. Leaving it empty removes the rate.

Below are the cards “Tickets”, “Projects”, “Documents”, “Invoices”, “Revenue per month” and “Notes”. Notes are created through the API on a project of the customer (POST /v1/notes, see API reference).

Contract and SLA

The “Contract & SLA” card determines the response deadline of this customer’s new tickets. “Create contract” or “Edit” with the fields Tier, Response deadline (min), Included hours / month, Start and Support hours. The tiers and their deadlines:

The support hours are contract text; the deadline runs around the clock. “End contract” ends the contract — new tickets then no longer get a deadline.

Deleting and archiving

“Delete customer” (owner only) removes the customer including files, after a confirmation. This is not possible with finalised invoices, sent quotes or payments on drafts — documents must be retained. In that case VentionDesk offers “Archive instead”; an archived customer disappears from the list and can be restored under “Archived”.