Customers

Customers keeps a record of the companies you work with — who owns the relationship, what tier they’re on, what they’re worth — and links each one to the work they’ve asked for. When a customer asks for something, you add a customer request to the card or project that covers it. From then on you can see every customer behind a piece of work, rank work by how many customers want it or how much revenue is behind it, and filter or group any board by customer. Customers is available on every plan. It isn’t available to guests. In the iOS app you can work with customer requests on cards and projects; the Android app doesn’t have Customers yet.

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The customers list

Click Customers in the sidebar, or press G then Q, to see every customer in your workspace.

• Search by name or domain.
• Filter by owner, status, tier, revenue or size. Press F to open the filter menu.
• Display lets you choose the ordering — request count (the default), date created, name, revenue, size, status or tier — and which columns to show. These display choices are saved in your browser.
• Press Space on a row to peek at a customer without leaving the list, and Space or Esc to close it.

Press O then Q to jump straight to a customer from anywhere in the app.

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Add a customer

Click New customer and fill in:

• Name – required. Two customers can share a name; where they do, Superthread shows their domain alongside it.
• Domains – the company’s email domains, separated by commas. Emails from these domains are matched to this customer when requests are created from email. Each domain can belong to only one customer, and free email domains such as gmail.com aren’t allowed.
• Status, Tier and Owner – the owner must be a member of the workspace. If you don’t pick a status, the customer gets the first one in your status list.
• Revenue and Size – size is the number of employees or seats.

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The customer page

Open a customer to see their details and every request they’ve made. You can edit the status, tier, revenue, size and owner in place. Edit customer also covers the logo, domains and External IDs — the customer’s IDs in your other tools. From the header you can favourite the customer, copy a link to it, and subscribe to be notified about their requests. The ⋯ menu has:

• Merge with… – combine two records for the same company. Superthread suggests customers with the same name first, and shows how many requests will move and what the combined domains will be before you confirm. Use Swap direction to choose which record survives. The other one is archived.
• Copy as Markdown
• Export requests as CSV
• Archive customer – hides the customer from lists and pickers. Their requests stay on cards and projects.
• Delete customer

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Customer requests

A customer request records that a particular customer asked for a particular card or project. Each request has:

• Customer – an existing customer, a new one (type a name and choose Create customer), or Unknown customer if you don’t know who asked.
• Request – what they asked for, in their words if you have them.
• Source URL – where the request came from, such as a support ticket or call recording.
• Important – mark the requests that matter most.

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Add a request

There are several ways to add one:

• From the Customers section of a card or project. On a card or project with no requests yet, it starts collapsed.
• With the keyboard on an open card or project: Ctrl R on macOS, or Ctrl Alt R on Windows and Linux.
• From a card’s ⋯ menu, with Add customer request.
• From a customer page, with Add request — onto an existing card or project, or onto a new card.
• With + on a board column when the board is grouped by customer.

Each request has its own ⋯ menu to edit it, mark it important, move it to another card or project, change its customer, copy it, delete it, or start another request from the same customer. You can also link to a customer, or to a request you’ve viewed recently, by typing @ in a description or comment and choosing from the Customers tab.

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Requests on a project

Once a project has at least one request, it gets a Customer requests tab showing requests on the project and on all of its cards. You can group them by customer or by card, order them by date, customer or revenue, and choose Show important first and Show completed last.

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On boards, saved filters and projects

Customers are a full part of filtering, grouping and sorting.

• Filter – the Customers submenu filters by customer, owner, status or tier, including Unknown customer and No customer. You can also filter by number of customers, number of important requests, revenue or size, using greater than, less than, equal to or not equal to.
• Group – group a board by Customer, or use it as a sub-group. A card requested by several customers appears under each of them. Dragging a card into another customer’s group moves its requests to that customer.
• Sort – by customer count, customer revenue or number of important requests.
• Display properties – turn on Customers to show each card’s customers, and Customer revenue to show the combined revenue of the customers behind it. Both are off by default.

Grouping by customer is available on boards, but not on the projects board.

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Create requests from email

If a board has an email address for creating cards via email, each emailed card can also record which customer sent it. In the board’s Create cards via email settings, turn on Create customer requests. For every new card created from an email:

• The sender’s domain is matched against your customers’ domains. The match is exact, so eu.acme.com doesn’t match a customer with acme.com.
• If no customer matches, one is created from the domain — an email from jo@acme-corp.co.uk creates a customer called “Acme Corp”.
• A request is added to the card with the start of the email as its text.

Emails are skipped — no customer is matched or created — when they come from common free email providers such as gmail.com or outlook.com, from members of your workspace, or from anything on your exclusion lists in settings. Turning this on affects new emails only; it doesn’t go back over cards that already exist.

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Notifications

A customer’s owner, and anyone subscribed to the customer, are notified when:

• they’re made the customer’s owner,
• the customer makes a new request,
• one of the customer’s requests is marked important,
• a card the customer requested is completed.

You’re only notified about cards and projects you can see. Requests from Unknown customer don’t notify anyone.

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Settings

Admins manage Customers in Settings > Workspace > Customers.

• Enable Customers – turning it off hides Customers for everyone. Nothing is deleted.
• Customer statuses – where a customer stands. A workspace starts with Active, Prospect, Churned and Lost. The first status is the default for new customers; drag to reorder.
• Customer tiers – how you group customers, for example by plan. A workspace starts with Free, Paid and Enterprise.
• Show revenue as – Annual or Monthly, plus the Revenue currency. Revenue is stored as an annual amount, so in monthly mode you enter the monthly figure. The currency is a display setting only; nothing is converted.
• Card routing – the board and list that cards created from a customer page go to.
• Excluded domains and emails – domains and addresses that never match or create a customer.
• Extra generic domains – shared email providers to ignore, on top of the common ones Superthread already ignores.

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Statuses and tiers

A status or tier can only be deleted while no customer uses it — move those customers to another one first. The last remaining status can’t be deleted.

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Permissions

• Members can view, create, edit, merge, archive and delete customers and requests.
• Admins and owners can also change customer settings, statuses and tiers.
• Guests don’t see Customers at all.

You only see requests on cards and projects you have access to.

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CLI, MCP and API

Customers and their requests can be managed from the CLI with st customers, by AI tools connected through MCP, and through the API.

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Related

• Boards – including creating cards via email
• Saved filters – save a customer filter to come back to
• Projects and roadmap
• Publish an agent – conversations with a published agent can create customer requests