Customer History

Customer History gives your support team instant context when a returning customer opens a new ticket. Scitor automatically posts a collapsed comment showing past interactions, satisfaction scores, and notes.

Enterprise plan required. Customer history is available on the Enterprise plan ($19/month).

How it works

When a new inbound email creates a ticket, Scitor checks if the sender has previous interactions:

Looks up the contact by email hash
If they have prior tickets, builds a context summary
Posts a collapsed <details> comment on the new ticket

The context comment includes:

Contact info — name, company, tags
Timeline — first seen and last seen dates
CSAT score — average satisfaction rating across all tickets
Recent tickets — last 5 tickets with issue number, title, status, and date
Notes — recent team notes about this customer

Example

When a returning customer opens a new ticket, your team sees:

📋 Customer Context (12 previous tickets)

Jane Smith · Acme Inc · vip enterprise

First seen: 2024-01-15 · Last seen: 2025-07-10 CSAT: ⭐⭐⭐⭐ (4.2/5)

# Title Status Date

#45 Login issue ✅ Closed 2025-06-28

#38 API rate limiting ✅ Closed 2025-05-12

#22 Feature request: SSO 🟢 Open 2025-03-01

Notes:

Prefers email over phone (@michiel, 2025-06-28)

Key decision maker for Enterprise renewal (@sarah, 2025-04-15)

#	Title	Status	Date
#45	Login issue	✅ Closed	2025-06-28
#38	API rate limiting	✅ Closed	2025-05-12
#22	Feature request: SSO	🟢 Open	2025-03-01

Setup

Customer history is part of the Contact Database feature. Enable it by adding show_context: true to your contacts configuration:

contacts:
  auto_create: true
  show_context: true

Requirements

Enterprise plan ($19/month)
Contact Database must be enabled (contacts section in .scitor.yaml)
show_context: true (default when contacts section is present)
Customer must have at least one previous ticket for context to appear