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Link records to support conversations

Link the records a customer is asking about so your team can find the relevant booking, pass, and event together. You need access to Support Inbox and the organization's records.

Open linked context​

  1. Find and open the conversation.
  2. On a phone, select Details to open Conversation details. On a wider screen, the details appear beside the conversation.
  3. Find Linked context and select Edit.

A message from a different email address may have no customer linked. Under Linked context, select Edit, then use Search customers to find the person by name, email, order reference, or pass code. Check the matching name and email before selecting the result. Select Done and confirm that the customer appears as a link.

For example, Sam might write from a work address about a pass bought using a personal address. Linking Sam's existing customer record gives your team the relevant context. Replies still go to the conversation's original email address.

To correct a match, select Edit, then Unlink customer beside the current person. Wait for No customer is currently linked. before searching for the right customer. You can also leave the conversation unlinked and select Done. Reopening the conversation keeps the saved choice.

Add the relevant records​

  • Under Orders, select Search orders. Search by order reference, customer name, or email, check the matching customer, and select the order.
  • Under Passes, select Search passes. Search by pass code, order, or email, then select the pass.
  • Under Events, select Search events. Search for the event title and select the correct event.

For example, a question about using a Three-Visit Pass can include the pass's purchase order, the pass itself, and the event the customer wants to attend.

Wait for each selected record to appear, then select Done. The records are shown as links under their respective headings. Reopening the conversation keeps those links.

Tag the conversation​

Under Linked context, select Edit and find Tags. Open Search support tags, search for an existing tag, and select it. For example, Pass booking question can help the team recognize the topic quickly. Close the search menu and select Done. The tag stays on the conversation after reopening it.

To remove a tag, select Edit, then use Remove tag beside that label. Select Done after it disappears. If no suitable tag appears in search, check the wording with your team; this picker selects existing tags.

Select Edit under Linked context. Use the Remove order, Remove pass, or Remove event control beside the relevant record. Wait for that record to disappear from the list, then select Done.

If you linked the wrong record, remove that link and search for the correct one. If a search returns no match, check the reference or spelling and confirm you are working in the right organization. Include the conversation subject and exact message when contacting support.