Custom records

Custom records let you keep your own kinds of data next to your customers, for example warranties, contracts or devices. Each kind is a record type with its own fields. Records link to contacts and conversations.

Add a record type

People with the Manage settings permission (Cliedesk Admins and Owners) can add record types.

1. Go to Settings → Conversations → Custom records.
2. Select Add record type.
3. Enter the Name (for example Warranty) and the Plural (for example Warranties).
4. Select Add type.
5. Open the type and select Add field. Enter a Field name and choose a Field type: Text, Long text, Whole number, Decimal number, Money, Date, Yes / no, Choice, Several choices or Web address.

To stop using a type, select Archive. The Describe a type button drafts a type for you with AI. It is available with Cliedesk Pro.

Who can see and change records

Each type has its own access, under Access to … records:

• Who can see records, Who can add and change records and Who can delete records: choose the roles.
• Which records they see: All records, the records of the products they work on, Only records they created, or only the records of their own organization.
• In the customer portal: whether customers see these records. See Customer portal.

Select Save access. People who manage settings always see and change every record. See also Team and permissions.

Work with records

1. Go to Contacts and select Records.
2. Choose the Record type.
3. Select New … (for example New Warranty). Enter a Title, choose the Customer and fill in the fields.
4. Select Save.

Use Search by title to find a record. To change or remove one, use Edit or Delete record.

In a conversation, the Records panel shows the customer’s records. On the contact page, select Link a record under Records to link one. See Contacts and organizations.