How to Add Contacts in BoldDesk

BoldDesk provides multiple workflows for adding contacts manually, during ticket creation, via CC fields, automatically from customer interactions, and through the BoldDesk REST API.
This guide explains each method in detail, along with required permissions and built‑in validation rules that ensure clean and accurate contact data.

Adding a new contact manually from the contact module

To add a new contact from the contact module, follow the given steps:

1. Open the Contact module.

2. Click the Add Contact button on the top right to open a dialog.
   

   
   
   

3. Fill in all the required fields and click the Add button.

Adding contacts when creating tickets in the agent portal

When creating a ticket, you can add a new contact with minimal fields. Follow the steps below to add a contact when creating a ticket:

1. Go to the Create Ticket page.

2. Click the Add new contact button under the Requester field.
   

   
   
   

3. Fill out the details and click the Create button.
   

   
   
   

A new contact will be created along with a ticket.

Adding contacts while adding cc

On the create ticket and ticket detail pages, you can add a new contact as the ticket’s CC.

1. Go to the Create Ticket page.

2. Click the Add new contact button to the right of the CC field.

   
   
   

3. A dialog box will appear, prompting you to enter your name and email address.

4. Click the Add button.
   

   
   
   

A new contact will be added, and a CC will be included on the ticket.

Adding contacts automatically

If a contact reaches out via email, web forms, or widgets, they will be automatically added into the system as contacts. However, the contacts will not be verified automatically. Agents can verify contacts manually or send verification links to them.

Adding contacts via API

You can use BoldDesk REST APIs to add contacts to your BoldDesk account. Refer here on How to Add Contact Using API to add a contact using API.

Built‑In Contact Validation Rules in BoldDesk

BoldDesk performs automatic validations during contact creation to maintain clean, duplicate‑free records.

• Email Duplicate Check (Strict Validation)
  If the email entered already exists in BoldDesk, the system:

  • Displays an alert indicating the email is already in use
  • Prevents the creation of the contact

This protects against duplicate contact records.

• Contact Group/Organization Validation
  To ensure accurate mapping:

  • Search and select the correct Contact Group/organization when adding a contact manually.
  • When adding via API, validate using the List Accounts API before submitting.
  • In the UI, BoldDesk auto‑suggests matching organizations as you type.

• Domain-Based Auto‑Matching
  If the contact’s email domain matches the domain associated with a Contact Group/organization:

  • BoldDesk automatically links the contact to that organization.

These rules ensure that contacts and organizations are always properly aligned.

FAQs

1. What happens if I enter an email that already exists in BoldDesk?
BoldDesk immediately flags the duplicate and does not allow the contact to be created, ensuring there are no duplicate records.

2. Can I add custom fields when creating contacts?
Yes. Agents can configure custom contact fields in Admin Settings → Contact Fields, and those fields appear in the Add Contact panel.

3. Are automatically created contacts verified?
No. Contacts created via widgets or forms remain unverified until manually verified or verified by following the link sent by an agent.

4. Can agents without the “Create or Edit Contact” permission add contacts?
No. The permission must be enabled for the agent’s role, especially for creating contacts during ticket creation or via API.

5. Will contacts created via CC also be available as requesters later?
Yes. Once added as a contact through the CC field, they can later be selected as requesters, CCs, or added to any ticket.

6. Can a contact have more than one email in BoldDesk?
No. In BoldDesk, each contact can have only one primary email address. A contact cannot be associated with multiple email addresses.

Related articles

1. Manually Verifying an Unverified Contact
2. Resending a Verification or Invitation Email to Contact
3. How to Add and Edit Contacts