Customer context next to the ticket

Minimum role: Viewer
Applies per: organisation
Last updated: 11 October 2026
aishaa version: 80c056408

Menu path: Tickets > (open a ticket) > right-hand column

In short: To the right of the conversation is everything you need to know about the customer: the customer card with who the customer is and where your reply goes, the conversation memory with the essence of the conversation, and a row of tabs with the activity on the ticket, notes, the sources aishaa used, the customer’s other tickets, media, the ticket timeline, the records from the connected systems and the tabs of workflows.

Where to find this

Open a ticket via Tickets. On a wide screen, the customer context is on the right. On a phone or tablet, open it with the Context button in the top bar and close it with Close ticket context. Everyone from the Viewer role upwards sees the customer context; actions in it (notes, linking a customer, running actions) are available from the Agent role upwards.

You set the order and visibility of the tabs per user under My profile at Ticket view (Choose the order of the tabs on the ticket details page.). Drag the tabs (Drag to move) or use the arrows, turn off the switch for a tab to hide it, and use Default order to go back. Customer tickets and Media cannot be hidden. An Account admin sets the default layout for everyone in the account under Account > Account settings at Default ticket tabs.

The right-hand column of an open ticket with the customer card in two lines, the collapsed conversation memory and the row of tabs Activity, Memos, Media, Customer tickets, Resources, Timeline and a record tab.

The customer card

At the top is the customer card. It consists of two lines: who the customer is, and where your reply goes.

On the first line:

The customer’s name. Click it to open the customer profile (Open customer profile).
The customer group as a coloured chip, for example for a VIP customer or a colleague. The tooltip shows Customer group (name), or Customer group (name) · AI analysis off if aishaa stays out of that group’s conversations. See Customer groups.
An icon with two arrows if this customer’s conversations are separated per ticket (Conversations per ticket). If aishaa set this up itself, the tooltip also says Set by aishaa. See Continuous conversation or per ticket.

On the second line:

For a company: the name of the person this ticket is with.
The address or number your reply goes to, with the channel icon. Click it to copy it (Copy to clipboard). If you reply via a different channel, this line changes along with it.
An icon if the ticket came in via a contact form. The tooltip shows This ticket came in through a contact form., Originally intended for, Received via and Technical sender.
An icon if a colleague forwarded the email to your own address: This mail was forwarded by your own organisation; the original sender is the customer. with Forwarded by: (address).
At the end, the customer’s other channels as small icons (Channels of this customer). The tooltip shows the address and Last contact. If the customer has an open ticket on that channel, the number is shown next to it and a click opens that ticket (Open ticket #(number)). Otherwise a click lets you reply via that channel (Click to reply via (channel)); a padlock means that the WhatsApp window is closed (Window closed: template only). If you cannot reply on that channel, a click copies the address. See Replying to a ticket.
With the Telephony feature, a phone number your reply goes to has a button to call.

All other customer actions are in the three-dot menu (Actions): Open customer profile, Keep conversations per ticket (a tick mark shows whether it is on), Link ticket to another customer, Link to an existing customer, Customer group…, for a company Select contact for this ticket, and for email Block (email address). Blocking also closes the ticket. Customer group… opens the Choose customer group dialog; after saving, you see Customer group updated. See Merging, moving and blocking contacts.

In the customer profile next to the ticket

If you open the customer profile from the customer card, it contains two blocks that come from the connected systems:

Customer numbers: for each system, the number under which the customer is known there, as (number) at (system). The explanation reads How connected systems know this customer, as their records said. aishaa uses these numbers to look up the customer’s records.
If the customer calls themselves something different in the conversation from what is in aishaa, that contact shows Goes by “(name)” in the conversation. with the buttons Use this name and Ignore. aishaa only replaces a name itself if it is still a placeholder; changing a real name remains your choice. If you use the name, aishaa records this in the customer’s history.

See The customer profile.

The conversation memory

Below the customer card, aishaa summarises the conversation. Collapsed, you see one line; expanded, you see Current topic (or Latest topic for a finished conversation), Current question, Customer goal, Outcome and Relevant context, with the status Open, Resolved or Cancelled. You choose whether the block is collapsed, expanded or hidden by default under My profile at Ticket summary: Show collapsed, Show expanded or Hide.

Above the conversation itself there is also the Customer history block: one line with the number of earlier topics, how many of them are resolved and the last contact. If you expand the bar, you see the topics, each with the button Open ticket #(number).

The tabs

A tab only loads when you open it. A dot on a tab shows that there is something in it. The row contains four kinds of tabs mixed together:

Fixed tabs: by default in the order Activity, Case, Memos, Media, Customer tickets, Resources, Timeline and Actions. Case and Actions only appear with the corresponding feature.
One tab per record type from the connected systems, for example with orders or files, with the details of the selected record below. All data from the integrations is in these tabs.
Separate ticket views: an integration can publish its own view that does not belong to a record list. It gets its own tab with the name of that view.
Tabs of workflows: a workflow can appear on the ticket as its own tab, with the name of the workflow. The dot on such a tab pulses while the workflow is working and takes on a colour when something is waiting for you. See The workflow tab on the ticket.

The record tabs and the ticket views are described in Records from connected systems on a ticket.

Memos

Internal notes on the customer and the ticket. See Internal notes and AI notes.

Resources

The sources aishaa used for this ticket, divided into Primary evidence and Additional context: knowledge documents (with the number of fragments), policy documents, records from the catalogues of the integrations, notes, what the team knows about the topic, customer history, AI instructions and notices. Each source has a type badge, such as Context, Policy, Team knowledge, Memo, AI instruction or Current; for a record from an integration, the badge is the name of that record type. Click a source for the Summary, the fragments used and Why this?, the explanation of why aishaa chose this source. Without sources, it says No resources available with No relevant context items have been saved for this ticket yet.

For a source with the Team knowledge badge, you see What the team knows (the facts aishaa used) and Rules of the organisation. If a fact has been improved since, it says corrected since; See what aishaa knows opens the facts for that topic. See What aishaa knows. On older tickets you may still see sources with the Taxonomy or Memory badge.

If you come across a record from a catalogue here, you fetch the full data with Fetch details; the record is then ready in the tab for that record type. See Records from connected systems on a ticket.

The Resources tab with the groups Primary evidence and Additional context, a knowledge document with the Why this? button and a record from a catalogue.

Customer tickets

All other tickets of this customer with Ticket, Subject, Status, Channel, Agent, Organisation and the date of the last change. If there are none, it says No other tickets were found for this customer. This tab is always visible.

Case

Only with the Cases feature: this customer’s cases. See What are cases.

Actions

Only with the Ticket actions feature: the follow-up actions of this ticket with Add action, and for each action Mark as completed, Mark as cancelled and Reopen. See Follow-up actions (Ticket actions).

Activity

What has been done or proposed on this ticket in the connected systems, such as creating a return. With New action you start an action yourself; you review proposals from aishaa or a workflow with Execute or Reject. If an action works on a record, you first choose that record with Choose which one this action is for; not every action needs a record. Everything waiting for a colleague is also in To do. See To do and Records from connected systems on a ticket.

Media

All files shared with this customer, with filters by type (All, Images, Videos, Documents, Audio, Other), by Source (All, Customer, Agent), by Contact person, and the switches Only this ticket, Only this channel and Include inline files. For each file you can choose Preview and Download, and the paperclip Add to reply attaches the file to your next reply. This tab is always visible. See Files and attachments.

Timeline

The Activity of this ticket: every status change, assignment, flag, label, note, sent reply, snooze, merge and AI analysis, with who did it (or System) and when, grouped by day (Today, Yesterday). Load more fetches older lines. Without activity, it says No activity has been recorded for this ticket yet. See Audit trails: ticket, customer and configuration.

Tabs from connected systems

Each record type supplied by the connected systems gets its own tab among the fixed tabs, with the records from all systems that know that type. In addition, an integration can have a separate ticket view with its own tab. Both kinds can also be reordered and hidden via Ticket view. If several integrations fill the same tab, an Account admin decides at Default ticket tabs which integration leads. See Records from connected systems on a ticket.

Good to know

The customer context always shows the customer linked to the ticket. If that is wrong, use Link ticket to another customer in the customer card menu.
aishaa writes the conversation memory and the customer history itself; you cannot edit them.
The dots on the tabs update live, for example when a colleague adds a note.
The choices at Ticket view and Ticket summary apply to you personally, in all organisations.