Use Mailbox, Notes, and Tickets so all customer communication is in the CRM and linked to the right contact or deal.
Introduction
When emails, notes, and support requests are scattered across inboxes, sticky notes, and other tools, you lose context and waste time. Piraja gives you one place for customer communication: the Mailbox for email, Notes for internal or shared notes, and Tickets for support. All of it can be linked to individuals and organizations so you see the full history for every contact and account.
Who this is for
- Sales and support teams that switch between email and CRM
- Teams that need a single view of everything that's been said and done with a customer
- Anyone who wants to hand off a customer or deal without losing context
Connect email with Mailbox
Why connect email
When you connect Gmail or Outlook via the Mailbox module, emails are synced into the CRM and matched to contacts (individuals and organizations) by sender and recipient address. Each email can appear in the activity log on the relevant record. You no longer need to switch between inbox and CRM to see the conversation; the team sees the same history.
How to set it up
See How to Connect Your Email to the CRM for step-by-step setup. Once connected, keep contact email addresses up to date so matching works well.
Use notes for context
Where notes help
Add Notes to individuals, organizations, opportunities, or tickets. Use them for:
- Call summaries – what was agreed, what the customer asked for
- Meeting notes – who attended, action items
- Internal comments – things the team should know (e.g. "prefers email", "decision maker")
Notes stay with the record so the whole team has context. When someone else opens the contact or deal, they see the full picture without asking.
Track support in tickets
One ticket per issue
Create Tickets for each support request and link them to the contact (individual or organization). Use the ticket for:
- Issue description and priority
- Status (open, in progress, completed) so the team knows what's done
- Assignment so everyone knows who's handling it
Emails and notes can be associated with the ticket (depending on your app) so the full thread is in one place. When the customer writes back, you have the history on the ticket and on the contact. See How to Set Up Customer Support with Tickets.
Viewing communication in one place
Activity and history
When you open an Individual or Organization, look for the activity or history section. There you typically see:
- Emails matched to that contact (from Mailbox)
- Notes added to the contact or to related opportunities and tickets
- Tickets linked to the contact
- Opportunities and their status
That single view is what "communication in one place" means: one record, full history.
Best practices
Link every email and note to the right contact or deal
Ensure contacts have correct email addresses so Mailbox can match incoming email. Add notes to the relevant record (contact, opportunity, or ticket) so they're findable and useful.
Use one ticket per issue
Create a separate ticket for each distinct support request. That keeps status and resolution clear and makes it easier to report and follow up.
Review the activity log on key accounts
For important customers, open the contact or organization and scan the activity log regularly. You'll spot trends, pending follow-ups, and everything that's been said and done.
Frequently asked questions
Can I see all emails for a contact?
Yes. When Mailbox is connected and emails are matched to the contact (by email address), they appear in the activity or history on that individual or organization.
Can I attach a note to an opportunity or ticket?
Yes. Notes can be added to individuals, organizations, opportunities, and tickets. Choose the record that best fits the context so the right people see the note.
Who can I contact for help?
Contact support at support@piraja.io.
Conclusion
Keep customer communication in one place by using Mailbox for email, Notes for context, and Tickets for support—all linked to contacts and deals. When everything is in the CRM, the team has full history and no one works in the dark. See the Mailbox, Notes, and Tickets guides for more.