Customer Profile: Overview Section - Journal Tab
The Journal tab on the Customer Profile screen contains a list of all journal entries on the customer record, displaying major details in the list view, including date, time, note, contact, and topic. The journal tracks the history of your interactions with a customer. Some journal entries are auto generated, like when a ticket is created or closed.
| We strongly recommend you also create journal notes to log any conversations, actions, or information employees should know about the customer. |
Each field on the Journal tab is defined below.
| No. | Label | Definition |
| 1 | Start Date | Date the journal note was created. |
| 2 | Start Time | Start time for the journal note. |
| 3 | Note | Journal note containing information about actions taken for the customer. |
| 4 | Contact | Name of the contact on the customer record for which the note was created. |
| 5 | Topic | Topic of the journal note. Topic options include Customer Relations or Service. |
| 6 | Action | Action taken for the customer. Action options include Close Ticket, New Ticket, Sent Email, Ticket Status Change, and Void Ticket. |
| 7 | Written By | Rep who entered the journal note. This field currently only displays 'system', but will track the rep selected in the Action By field on the New/Edit Journal Note screens in the future. |
The following actions are available on the Journal tab.
- Add a new journal note by clicking the New Journal button and entering the relevant details. See the Create/Edit Journal Notes article for more information.
- Sort the results in the table by clicking the column label in the table header.
- Edit the journal note by clicking the ellipsis at the end of the row and selecting Edit from the menu options. See the Create/Edit Journal Notes article for more information.
- View more details for the journal note by clicking the ellipsis at the end of the row and selecting View from the menu options. See the View Journal Details article for more information.
- Access quick actions for payments, charges, credits, or invoices on the customer account. See the Customer Profile: Quick Actions article for more information.
Tabs in the Overview Section
For information on other tabs in the Overview section of the Customer Profile screen, see the related articles.