Clients

Clients are the customers your team creates tickets for. Each client has a profile, contact details, ticket history, and optionally a portal account to view and respond to their own tickets.

Creating a client

Go to Clients and click New Client. The name or company is required; all other fields are optional.

Field	Description
Name	Individual first and last name, or leave blank if a company name is used
Company	Business or organization name. Shown in the Clients list and on quotes and invoices
Email	Primary contact email. Used for ticket notifications and portal access. Click + next to the field to store additional emails on the same client, each as its own removable row
Phone	Contact phone number. Click + next to the field to add additional phone numbers the same way
Address	Physical or service address. Displayed on quotes and used for mileage calculations on tickets. Click + Add address to store additional addresses; extra addresses get the same street autocomplete and ZIP auto-fill as the primary address
ISP / Connection	Internet provider name, connection type (cable, fiber, DSL, satellite, cellular), and speed. Shown on the network map WAN node
Notes	Internal notes about this client. Not visible to the client
Photo	Profile photo or company logo. Shown in the client list and ticket sidebar

Clients list

The Clients page shows all your clients in a sortable, searchable table. Columns include name, company, email, phone, number of tickets, and the date the client was added. Only the primary email and phone are shown when a client has extra ones on file. Click any column header to sort by that field. The Company column is useful for MSPs managing multiple businesses.

The default search matches name, company, email, phone, address, and city. To search one field specifically, prefix the query with the field name and a colon, e.g. source: referral or city: tampa. As you type, a dropdown suggests matching field names, and once a field is chosen it suggests the real values seen for that field so you don't have to guess spelling. Combine multiple fields with &, e.g. source: hellotech & city: tampa. See the table below for every field and its aliases. To leave things out instead, see Excluding results below.

Field	Aliases
Name	client, name
Company	company
Email	email
Phone	phone
Address	address, location
City	city
State	state
Zip	zip
Source	source
Notes	notes, note
Date Added	created, date created, date

Field names are case-insensitive. If the text before a colon isn't a recognized field, it's searched as plain text instead of returning no results. Searching for text that itself contains an &, like Smith & Sons or AT&T, still works: & only joins clauses when it has a space on each side and at least one side is a field or an exclusion.

Excluding results ("does not contain")

Sometimes it's easier to say what you don't want to see. Both the search box and the dropdown filters can leave rows out instead of narrowing to them.

In the search box

Put a - or ! in front of a word to hide every row that contains it. To exclude on a single field, use != instead of the colon. These three all mean the same thing:

• source != hellotech
• source: !hellotech
• -source: hellotech

Join several with & (a space on each side) and a row has to pass every one of them. Exclusions, field searches, and plain words can all be mixed. The suggestions dropdown keeps working too: type source != and it lists the real values in use.

Type this	To see
-gmail.com	Clients whose details don't contain "gmail.com", which is handy for finding business email addresses.
source != hellotech	Every client except the ones that came from HelloTech.
-hellotech & -thumbtack	Clients from neither HelloTech nor Thumbtack.
source: referral & city != tampa	Referral clients outside Tampa.
city != tampa & smith	Clients named Smith who aren't in Tampa.

In the dropdown filters

The All Sources dropdown is a checklist: tick as many values as you want. With Is (the small button on its left) you see every client matching any ticked value. Click it and it turns red and reads Not: the list now shows every client except the ticked values. You can click it before or after ticking. Click it again to go back to Is.

For example, tick one or more sources, such as HelloTech, then click Is so it reads Not, to see every client from any other source.

It switches back to Is when you click Clear inside the dropdown or Clear ×.

Choosing and reordering columns

Click ⊞ Columns above the Clients list to show or hide columns: Company, Phone, Email, Location, Source, Last Job, Assets, Revenue (admins only), and Portal. Date Added and Client are always shown. Drag any column header left or right to put the columns in the order you want; open ⊞ Columns and click ↺ Reset column order to go back to the default. Both the order and the visible columns are remembered in your browser. The picker is available on desktop only.

Clients created from email

When an email is sent to your tenant's inbound address and no client exists with that sender's email, Servelo creates a client record automatically using the sender's name and email. The created ticket is linked to this new client. See Email Integration.

Contacts

Each client can have multiple individual contacts. Contacts represent the specific people at a company: the office manager, the IT coordinator, the employee who uses a particular device. They live separately from the main client record and are most useful for business clients with multiple staff members.

Open a client — Contacts is its own card directly below Details. Each contact can have a name, email, phone, role (e.g. "Office Manager"), and internal notes. One contact can be marked as the Primary contact per client.

Contacts can be assigned to individual assets, so you always know which employee is responsible for which device. A contact assigned to an asset appears in that device's tooltip on the network map.

Assets and Network Map

Every client profile includes an Assets section tracking all the devices at that site. Assets are displayed as icon cards showing the device type, name, make and model, status, and warranty. Above the cards, an interactive Network Map appears automatically when a client has two or more assets, showing how everything connects from the internet down to individual peripherals.

From the asset toolbar you can email the asset inventory (with a PDF attachment) or export directly to PDF. See Assets & Network Map for full documentation.

Service plans

A client's page has a Service Plans card for recurring work you do for them, like a quarterly inspection. Each visit is added as a scheduled ticket ahead of time. See Service plans.

Ticket history

The client detail page shows all tickets for that client, including closed ones, with their status, charge, and date. Click Export above the ticket list to download a PDF of all tickets for that client.

Portal access

Any client with an email address can access the Customer Portal. They sign in using a magic link sent to their email and see all tickets linked to their client record. No account creation or Servelo login is needed.

Exporting clients

Click Export CSV on the Clients page to download your full client list. The export includes name, company, email, phone, address, and creation date — the primary email/phone/address only, not any extras on file.

Who can do what

Action	Admin	Technician	Viewer
Create / edit client	Yes	Yes	No
Delete client	Yes	No	No
View clients	Yes	Yes	Yes
Add / edit / delete contacts	Yes	Yes	No