Managing contacts
A contact is a person you support. Each contact has a name and an email address, and is unique by email within your workspace — so every ticket from jane@acme.com ties back to the same contact record. This gives you one place to see who a customer is and everything they’ve asked you before.
What a contact holds
- Name — the person’s display name.
- Email — their email address, which uniquely identifies them in your workspace.
- Organization — an optional link to the company they belong to.
- Notes — free-form context your team wants to remember about them.
Ticket history
Open a contact to see the tickets they’ve raised. Reviewing history before you reply gives you context — past issues, previous promises, and whether this is a recurring problem — so your team can respond with continuity instead of starting from scratch each time.
How contacts are created
You can add a contact yourself, but most appear automatically: when someone new emails your helpdesk or starts a live chat, a contact is created from their details. Because contacts are keyed by email, a returning customer is matched to their existing record rather than duplicated.
Editing and deleting
Open a contact’s detail view to update their name, email, organization link, or notes — for example, to correct a misspelled name or attach them to the right organization.
Deleting a contact does not delete their tickets; those remain in your system for the record.