Intro to Customers

Video Placeholder Duration: 5-7 minutes Topics covered: What is Customers, customer profiles, requests, linking to work items

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What is Customers?

Customers centralizes client management within your workflow. Connect work items to the people they serve, helping teams prioritize based on customer needs rather than managing tasks in isolation.

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Why Use Customers?

Without Customer Tracking

• "Who requested this feature?"
• "Which customers are affected by this bug?"
• "What's the business impact of this work?"

With Customer Tracking

• Direct link between work and customers
• Priority based on customer value
• Clear impact understanding

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Enabling Customers

Customers is a Business-tier feature:

1. Go to Workspace Settings
2. Find Customers section
3. Toggle Enable Customers

Once enabled, Customers appears in your workspace.

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Customer Profiles

Default Properties

Each customer record includes:

Property	Description
Name	Company or customer name
Description	Notes about the customer
Email	Contact email
Website	Company website
Employees	Company size
Industry	Business sector
Stage	Customer lifecycle stage
Contract Status	Active, churned, etc.
Revenue	ARR or contract value

Custom Properties

Add business-specific fields:

• Account manager
• Region
• Plan tier
• Custom metrics

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Creating Customers

Add a Customer

1. Navigate to Customers section
2. Click Add Customer
3. Fill in profile information
4. Save

Customer Information

Customer: Acme Corp
├── Website: acme.com
├── Industry: Technology
├── Employees: 500-1000
├── Stage: Active Customer
├── Contract: $50,000 ARR
└── Account Manager: Alice

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Customer Requests

Requests bridge customer needs and actual work.

What is a Request?

A documented need or piece of feedback from a customer:

• Feature requests
• Bug reports
• Enhancement ideas
• Complaints
• Suggestions

Creating Requests

1. Open a customer profile
2. Go to Requests section
3. Click Add Request
4. Document the request details

Request Properties

• Title and description
• Priority
• Source (meeting, email, support ticket)
• Status

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Linking to Work Items

Connect customer requests to actual project work:

From Request to Work Item

1. Open a customer request
2. Click Link Work Item
3. Select or create the work item
4. Connection established

From Work Item to Customer

1. Open any work item
2. Find Customers field
3. Link relevant customers
4. See all affected customers

Multiple Customers

A single work item can link to multiple customers:

Work Item: Add SSO Support
├── Customer: Acme Corp (requested)
├── Customer: TechStart Inc (requested)
└── Customer: BigEnterprise (will benefit)

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Customer Impact View

On Work Items

When viewing a work item, see:

• Which customers requested it
• Who will benefit
• Total customer value affected

On Customer Profiles

When viewing a customer, see:

• All their requests
• Linked work items
• Work in progress for them

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Managing Customers

Edit Customer

Update profile information:

1. Open customer profile
2. Click Edit
3. Modify fields
4. Save

Share Customer

Give team members access to customer information.

Delete Customer

Remove customer record:

1. Open customer profile
2. Click Delete
3. Confirm (requests and links are removed)

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Customer Workflows

Feature Request Flow

Bug Report Flow

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Best Practices

Keep Profiles Updated

• Update contract status
• Track stage changes
• Note key contacts

Document All Requests

• Don't lose customer feedback
• Track even if you won't build it
• Respond to all requests

Link Consistently

• Always link requests to work
• Tag affected customers on bugs
• Maintain the connection

Use for Prioritization

• Higher-value customers = higher priority?
• Multiple customer requests = stronger signal
• Consider impact in planning

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Reporting with Customers

Customer-Centric Metrics

• Requests per customer
• Request fulfillment rate
• Time to resolve customer issues
• Features shipped per customer

Value Analysis

• Work items by customer ARR
• Development time per customer segment
• Impact of completed work

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Key Takeaways

• Customers links work items to the people they serve
• Enable in Workspace Settings (Business tier)
• Customer profiles track company information
• Requests document customer needs
• Link requests to work items and vice versa
• Use for prioritization and impact analysis
• Keep profiles and requests updated

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Next Steps

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