Customer profiles & order context
Every conversation comes with who the customer is and what they ordered — no lookups in another tab.
Every conversation comes with who the customer is and what they ordered — no lookups in another tab.
Lunadesk builds a profile for every customer and attaches their orders to conversations, so you get full context without ever leaving the ticket. This guide covers the Customers page, the order context beside each ticket, and how buyers are matched to profiles.
The Customers page
Open Customers from the navigation to browse everyone who's contacted you or placed an order. A sidebar switches between Views and filters by source, and the search box finds people by name, email, or order ID.
Open a profile to see everything Lunadesk knows about that person:
- ·Identity — names, emails, phones, websites and birthday.
- ·Orders and tickets counts — click tickets to jump to their conversations.
- ·Recent tickets, Shipping addresses, Notes, any org-defined custom fields, and — when the Stripe integration is on — a Stripe billing pane.
- ·A full Orders table, for example:
| Order # | Date | Status | Channel | Total |
|---|---|---|---|---|
| #112-2946831 | Mar 4 | Shipped | Amazon | $64.20 |
| #C-88213047 | Feb 20 | Delivered | Walmart | $29.99 |
Click any order row to open its detail: line items (with SKU/ASIN, quantity and price), fulfillment and shipment status, estimated delivery, the shipping address, and tracking (carrier + number, linked when available). Walmart orders also offer Refund and Cancel order actions.
Order context next to a ticket
When a conversation is tied to a marketplace order, the ticket's right sidebar carries the context to you — as shown in the illustration at the top of this article:
- ·A Customer card — name, email (one-click copy) and phone. Click it to open the full profile without leaving the ticket.
- ·An Amazon order or Walmart order card — order status, ID, total, date and line items, plus the buyer's purchase history (order count, total spent, cadence and recent orders).
Order cards are Amazon & Walmart. Those two marketplaces show an order card in the ticket sidebar. For the full order detail — tracking, fulfillment and every line item — open the order from the customer's profile. If Stripe is connected, a Stripe billing card appears here too.
How customers are matched
Marketplace email and phone are often masked or relayed, so they're unreliable identifiers. Instead, Lunadesk matches a buyer to a customer by name + shipping address:
- ✓Same name at the same address → the order links to the existing customer.
- !Same name at a new address → a new profile is created and flagged as a possible duplicate for review (an address is treated as a shared place, so two people with the same name at one address are treated as one customer).
Profiles build themselves. Customers are created automatically from order syncs, inbound messages and live chats — so a buyer can already have a profile with full order history before they ever write in.
Merge duplicate customers
Same-name buyers who shipped to a different address land in the Merge suggestions view (in the Customers sidebar) for you to review.
- ·Merge moves the duplicate's orders, tickets, addresses and emails onto the existing customer, then removes the duplicate. The existing (older) profile is always the one kept.
- ·Dismiss just hides the suggestion — nothing changes on either customer.
Merging can't be undone. The duplicate profile is removed once its orders, tickets, addresses and emails have moved to the existing customer.
Troubleshooting
One customer shows up as two profiles
Why match on name and address, not email?
Which orders appear next to a ticket?
Does merging delete anything?
Where do profiles come from?
Open any ticket and the customer, their orders and their history are already in the sidebar — everything you need to reply, in one place.