The CRM acts as the basis for you to understand your customers. Bringing together a consolidated view of bookings, volunteers, orders, donations, gift cards, credits, loyalty points, referrals, and more.
You can access detailed account information, view a timeline of activity, assess a customer's loyalty score, manage bookings, and even impersonate a user to troubleshoot issues or see their experience first-hand.
Accessing the CRM
From the left menu > click Customers
🔎 Finding & Viewing a Customer Profile
Use the search function to find the customer before clicking View next to a customer to open their profile.
Searching for a customer
We recommend searching using an email address or surname.
Once you have found the customer you are looking for, you can view more summary information, such as:
Loyalty score - This gives a high-level indication of how likely this customer is to come back to another of your events. The higher the %, the more likely they are to return
Role - This is the role of the account. Typically, this will show as "User", indicating they are a customer.
Viewing more detailed information about a customer
To view more detailed information, click the "view" button
Listed below are the different sections within a participant account.
Details Overview & Activity Feed
Displays basic user information: name, email, and contact details.
Options to:
Reset password (if requested).
Deactivate the account if required.
Click on the activity feed to see the timeline of their interactions
Bookings
Lists all event bookings made by the customer.
Includes bookings managed on behalf of others (e.g., family members).
Here, you can see the status of a booking and view more information about a specific booking
Memberships
Shows membership details with your organisation.
Includes type, status, and validity dates.
Orders
Displays non-event purchases such as merchandise, transport, or special add-ons.
Credits & Gift Cards
Shows account credits and gift cards linked to the profile.
Option to add credit directly to their account.
Donations
Records any charitable contributions or donations made by the customer.
Invoice Items
Lists invoices, charges, and financial transactions linked to their account.
Useful for reporting and reconciliation.
Unpaid Invoice items can be deleted
Enquiries
Logs enquiries or support requests submitted by the customer.
Helps track communication history in one place.
Loyalty Points
If enabled, displays the customer’s current loyalty points balance.
✅ The Customers (CRM) section gives you a complete overview of your users, making it easier to manage accounts, personalise communication, and provide great support.