When you update customer information like address, phone number, or email in Ticketure, you might notice notes in Alpine with titles like "[Ticketure] Identity Changes: Identity Mismatch." Here’s what that means for you:
Why do I see “[Ticketure] Identity Changes” notes in Alpine?
When any customer info (like address, phone, or email) is updated in Ticketure, a full snapshot of that customer’s info is sent to Alpine. Alpine compares this to existing data and creates a note if anything doesn’t match — to alert your team about differences.
Does Alpine automatically update customer info from Ticketure?
-
Currently, Alpine does not overwrite existing customer info automatically when receiving these updates. Instead, it creates notes so your team can review and decide if updates are needed.
-
We understand this can be confusing and require extra manual work, and we’re exploring ways to improve this with automation.
What happens if the customer’s email changes in Ticketure?
-
Since Alpine matches customers by email, if the email changes in Ticketure but not in Alpine, Alpine may not find the right record.
-
This can cause duplicate profiles or lookup failures.
-
To keep records matched correctly, email updates usually need to be made in both systems for now.
What about membership expiration dates?
-
Membership expiration updates are handled differently — they update automatically in Alpine and generally do not create identity change notes.
-
However, sometimes related updates may still trigger notes, which can be confusing.
Why do I see so many identity change notes?
-
Because every update sends the entire customer profile, even small or unrelated changes can create many notes.
-
This volume can feel overwhelming — especially when most info isn’t changing or the note doesn’t require action.
How can I reduce note overload?
-
We recommend setting up Smart Automations to filter or manage identity change notes.
-
These automations can help you focus on meaningful updates without getting bogged down by noise.
-
We’re actively working to improve these processes to make your workflow smoother.