Customer Service Report

Owned by Developer Support (Unlicensed)
Last updated: Jun 08, 2020 by Support Staff
3 min read

This report can be found under Reports|Call Center|Customer Service

This report can be used to track all customer activity done in the system. You can see action done by the system as well as any user in relation to a customer's profile.

Choose which filters to refine down search:

  • Choose the defaulted date ranges or specific dates. 
  • Campaign: The campaign customers are within
  • Product: The specific product customer bought
  • Call Center: The call center the customer came through.
  • User: The user within the CRM that did the actions.
  • Access Level: Admin/ Customer Service Agent / Affiliate/ API User/ CS Admin/ Sales Rep
  • Actions:
  1. Partial - incomplete order
  2. New Sale Declined - New sale transaction not successful
  3. New Sale Success - Successful new sale transaction
  4. QA Declined - Quality assurance declined
  5. QA Approved - Quality assurance approved
  6. QA Pending - Order set to QA pending
  7. Trial Started - Started recurring trial
  8. Rebill Started - Rebill initiated
  9. Trial Completed - Customer completed trial
  10. Trial Failed - Trial transaction not successful
  11. Rebill Success - Rebill success
  12. Rebill Failed - Rebill declined
  13. Rebill Completed - Completed all billing cycles
  14. Recycle Saved - Successful recycle billing transaction
  15. Recycle Failed - Recycle billing transaction not successful
  16. Order Cancelled - Cancelled order
  17. Rebill Cancelled - Cancelled recurring purchase
  18. Rebill Restarted - Rebill restarted
  19. Agent Note - Note added by agent
  20. Customer Updated - Updated customer
  21. Purchase Updated - Updated purchase
  22. Order Updated - Updated order
  23. Fulfillment Updated - Updated fulfillment
  24. Refunded - Successful refund transaction
  25. Refund Failed - Refund transaction failed
  26. Blacklisted - Customer added to blacklist
  27. Chargebacked - Chargeback transaction
  28. Membership Started - Customer added to membership
  29. Membership Cancelled - Customer removed from membership
  30. Membership Restarted - Customer restarted membership
  31. Autoresponder - Email sent to customer
  32. Trial Skipped - Cancelled recurring trial
  33. Restart Billing - Billing cycle restarted
  34. Rma Pending - Fulfillment set to pending return
  35. Order Returned - Return received from customer
  36. Order Shipped - Fulfillment shipped
  37. Order Failed - Fulfillment failed
  38. Order Frozen - Permanent hold on fulfillment
  39. Rebill Forced - Next bill forced for immediate charging
  40. Pending - Fulfillment has been received by the fulfillment house but hasn't been sent
  41. Oder Reshipped - Fulfillment reshipped
  42. Void - Order has been voided
  • Hide System Actions - Hide all action done by system(API calls included)
  • Agent Notes Only - Hides all actions unless they are done by an agent
  • The actions seen above are also the ones that will display with the Summary section of this report:

On the right of this report you can see totals of all the actions performed.

Customer Service Report Details

Summary

  • Action: Type of Action initialized by User
  • Total: # of records affected by Action

Details

  • Username - The user who did the actions
  • Customer - The name of the customer that action was completed on
  • Actions - What was actually done
  • Message - Manual agent notes or system generated notes
  • Access Level - The access level of the user who did the action
  • Date Created - Date the action was done
  • Is Note - Will display with a note if agent manually put in a note