The Contacts module in BoldDesk helps you centrally manage customer information, while Contact Groups allow you to organize related contacts under a common entity, such as a company or organization. Together, they improve visibility, reporting, and collaboration across tickets and activities.

Check out this video tutorial for more details.

Use Cases for Contacts and Contact Groups

Contacts and Contact Groups are useful when you need to:

• Maintain a centralized customer directory
• Associate multiple customers with the same organization
• Quickly identify requester details on tickets
• Track interactions across tickets and activities
• Improve assignment, visibility, and follow‑ups

Understanding Contacts in BoldDesk

What Is a Contact?

A Contact represents an individual customer record in BoldDesk. Contacts store essential customer details and are automatically associated with tickets they create.

Contacts can be:

• Created manually
• Updated as customer details change
• Searched and filtered for quick access

Explore further instructions about How to Add Contacts in BoldDesk.

Understanding Contact Groups

What Is a Contact Group?

A Contact Group is used to group related contacts together. It is commonly used to represent:

• A company
• An organization
• A department or team

Each Contact Group can contain multiple contacts, helping agents quickly understand customer relationships.

Explore further instructions about How to Manage Contact Groups in BoldDesk.

How Contacts and Contact Groups Work with Tickets

• Each ticket is linked to a Contact
• Contacts can belong to a Contact Group
• Agents can view contact and group details directly from the ticket view
• Ticket history remains associated with the contact record

Frequently Asked Questions

1. Are contacts created automatically when a ticket is submitted?
   Yes. In BoldDesk, a Contact is automatically created when a ticket is received from a new email address that does not already exist in the Contacts module.

2. Can one contact belong to multiple contact groups?
   Yes. In BoldDesk, a contact can be associated with multiple Contact Groups. This allows a single contact to be grouped under multiple organizations, teams, or logical groupings as needed.

3. Can agents edit contact information?
   Yes. Agents with the required permissions can edit contact records from the Contacts module.

4. Are Contact Groups visible to customers?
   No. Contact Groups are internal and visible only to agents.

Related Articles

1. How to Add and Remove Contact Groups From a Contact
2. How to Add and Remove Contacts From a Contact Group
3. Understanding and Managing Contact Profiles in BoldDesk
4. How to Manage Contact Groups in BoldDesk