Managing Your Customers

This guide shows you how customer communication works in PressOS — the portal they see, the inbox you use, and the ticket system that keeps everything organized.

Your customer list

Go to Customers in your sidebar. Here you see every customer with:

• Name and contact info
• Order count and total spent
• Last activity date
• Current open orders

Click any customer to see their full history — orders, quotes, invoices, messages, and tickets.

What customers see in their portal

Every customer gets a login to your branded portal. Here's what they have access to:

Dashboard

A summary of their current activity — open orders, pending approvals, unpaid invoices, and recent messages.

Orders

Full order history with status tracking. They can see exactly where each order is in production.

Mockups & Gang Sheets

Every mockup and gang sheet they've built or you've sent them. They can approve, request changes, or reorder.

Artwork Library

A personal library of their uploaded files. They can organize by project and reuse across orders.

Invoices

All their invoices with payment status. Unpaid invoices have a "Pay Now" button.

Tickets

Their support requests with full conversation history.

Your team inbox

Go to Messages in your sidebar. This is your unified inbox for all customer communication.

Messages are organized by:

• Category — orders, support, artwork, products, general
• Status — open, awaiting customer, needs reply, resolved
• Customer — see the full thread per customer

Replying

Click any message to see the full conversation. Type your reply and send — the customer gets an email notification.

Internal notes

Add notes to any conversation that only your team can see. Useful for context like "customer is a repeat buyer, give them a discount" or "artwork issue — waiting on reprint."

The ticket system

When customers submit requests through their portal, they become tickets:

• Support — something went wrong with an order
• Artwork — need design help or changes
• Quote request — want a price on something new
• General — anything else

Each ticket has:

• A category and priority
• Threaded messages (like a mini email chain)
• File attachments
• Status tracking (open → in progress → resolved)

You can assign tickets to team members and track resolution time.

Automated notifications

PressOS sends emails to customers automatically at:

• Quote sent
• Invoice created
• Payment received
• Order confirmed
• Proof ready for review
• Production milestones (printed, pressed)
• Shipped (with tracking)
• Delivered

You configure which notifications are active in Settings → Notifications.

Tips

• Don't check DMs — train customers to use the portal. "Check your order status at [your-storefront.com]" in your Instagram bio.
• Use tickets for revisions — when a customer wants a design change, have them submit an artwork ticket so it's tracked.
• Internal notes are free — leave context on customers for your team. Future-you will thank you.
• Quick replies — for common questions ("What's your turnaround time?"), save templates you can reuse.