Customers

Customers in SetGet represent the people or organizations that submit requests through intake channels. By maintaining customer records, your team can track who is requesting what, identify patterns, prioritize requests from key accounts, and maintain a communication history across projects.

What is a customer record?

A customer record is a contact entry that links a person or company to their intake submissions. It is not a user account -- customers do not log into SetGet. Instead, customer records are created automatically (from email intake) or manually (by a team member) and associated with submissions.

Customer fields

Field	Required	Description
Name	Yes	The customer's full name or display name
Email	Yes	Primary email address (used for matching and communication)
Company	No	Organization or company name
Phone	No	Contact phone number
Website	No	Company or personal website
Notes	No	Free-text notes about the customer
Tags	No	Custom tags for categorization (e.g., "Enterprise", "Beta", "VIP")

Creating a customer

Automatic creation

When an email is received through email intake and the sender's email does not match an existing customer record, SetGet creates a new customer automatically using the email's From name and address.

When a form submission includes an email field, the same automatic matching and creation applies.

Manual creation

1. Go to the Customers section in the workspace sidebar.
2. Click Add Customer.
3. Fill in the fields.
4. Click Save.

From a submission

1. Open an intake submission that does not have a linked customer.
2. Click Link Customer in the submission details panel.
3. Search for an existing customer or click Create New.
4. Fill in the fields and click Save.

Customer list

The customer list shows all customer records in the workspace. Use the list to:

• Search by name, email, or company.
• Filter by tag.
• Sort by name, submission count, or last submission date.
• Export the customer list as CSV.

Column	Description
Name	Customer name
Email	Primary email
Company	Organization
Submissions	Total intake submissions linked to this customer
Last submission	Date of the most recent submission
Tags	Assigned tags

Customer detail page

Click on a customer to open their detail page:

• Contact information -- name, email, company, phone, website.
• Notes -- free-text area for internal notes.
• Tags -- add or remove tags.
• Submission history -- a list of all intake submissions linked to this customer, across all projects.
• Work items -- a list of work items that originated from this customer's submissions.

Linking customers to submissions

SetGet automatically links customers to submissions by matching the submitter's email address to an existing customer record. If no match is found:

• Email intake -- a new customer is created automatically.
• Form intake -- a new customer is created if the form requires an email.
• In-app intake -- the submission uses the guest's workspace profile. A customer record can be linked manually.

Customer tags

Tags help categorize customers for filtering and prioritization:

Example tag	Use case
Enterprise	High-value customers with SLA commitments
Beta	Users testing pre-release features
VIP	Customers requiring priority attention
Churned	Former customers (for tracking historical requests)
Partner	Integration or channel partners

Create tags in Settings > Customers > Tags or add them directly on a customer record.

Using customer data for prioritization

Customer records help teams prioritize intake submissions:

• Volume -- customers with many submissions may have systemic issues worth prioritizing.
• Tags -- filter the intake queue by customer tag (e.g., show only Enterprise customer submissions).
• History -- review a customer's submission history to understand recurring themes.

TIP

Add customer tags to reflect your business tiers. During triage, filter the intake queue by tag to ensure high-priority customers are reviewed first.

Editing and deleting customers

Edit

1. Open the customer detail page.
2. Click Edit.
3. Modify fields.
4. Click Save.

Delete

1. Open the customer detail page.
2. Click Delete.
3. Confirm.

WARNING

Deleting a customer removes the record and its associations. Linked intake submissions and work items are not deleted, but they lose the customer link.

Permissions

Role	Can view	Can create	Can edit	Can delete
Owner	Yes	Yes	Yes	Yes
Admin	Yes	Yes	Yes	Yes
Member	Yes	Yes	Yes	No
Guest	No	No	No	No

Related pages

• Intake overview
• In-app intake
• Intake forms
• Email intake