Understanding and Managing Contact Profiles in BoldDesk
The Contact Profile page in BoldDesk provides a centralized view of all relevant information about a specific contact, including ticket history, CSAT scores, contact groups, and activity logs. This guide explains how to view and manage contact profiles effectively.
How to View a Contact Profile
- Open the contact’s profile page.
- Click the contact’s name or go to the more options menu on the right and choose View Profile.
Information on Contact Profile
The contact profile displays the contact’s name and email address, as well as the total number of tickets, the number of pending tickets, the number of hold tickets, the number of closed tickets, and CSAT for the last 30 days.
Contact CSAT (Last 30 Days)
In BoldDesk, the metric CSAT (Last 30 Days) refers to the Customer Satisfaction Score calculated from feedback received over the most recent 30-day period. The score is categorized into four CSAT categories.
| CSAT Category | Definition |
|---|---|
| Overall | Percentage of all ratings received. |
| Positive | Percentage of positive ratings received. |
| Neutral | Percentage of neutral ratings received. |
| Negative | Percentage of negative ratings received. |
CSAT values are calculated only from the contact’s responses. If no feedback is received, values remain at 0%.
The contact tag is displayed next to the contact’s name. The values of the tags can be as follows:
- Verified
- Unverified
- Blocked
- Deleted
Tab Sections in Contact Profile
Other information displayed in the tab structure are discussed below.
Details
It shows the contact information entered when the contact was added. For example, Name, Email Id, Contact Group, Contact Access Scope, Created Date, and more.
Tickets
It shows the overall tickets created or requested by the end user.
The View in ticket filter option navigates to the ticket module, where you can view the tickets for the selected contact.
Chats
Displays all chat conversations linked to the contact.
Visited Pages
Lists all pages visited by the contact.
Activities
Displays all activities linked to the particular contact. This is linked by agents only, and the customer cannot see the linked activity except for forward activity.
Contact Groups
It shows all the mapped contact groups and the ticket access scope associated with the contact. When the add or edit contact permission is enabled, you can add or remove mapped contact groups and reset the primary contact group.
When the View All Tickets option is disabled, the end user can only see their own tickets associated with the contact group.
The Contact Groups tab appears only when the Multiple Contact Groups feature is enabled.
How to Change Primary Contact Group
- Open the contact profile page.
- Select the Contact Groups tab.
- To change the primary contact group, click the Star icon highlighted in the image as follows:
How to Add a Contact Group
- Open the contact profile page.
- Select the Contact Groups tab.
- On the right, click the Add Contact Group button to open a dialog box.
- Select the contact groups and click the Add button.
- The selected contact groups will be listed. Before you save, you can remove the contact group and change the ticket access scope.
- Click the Save button to save the contact group.
How to Remove the Mapped Contact Group
- Open the contact profile page.
- Select the Contact Groups tab.
- Click the remove button as highlighted to open a dialog box.
- Select the Yes option to remove the contact group.
How to Change Ticket Access Scope
- Open the contact profile page.
- Select the Contact Groups tab.
- Use the toggle switch to control the View All Tickets button.
- If checked, the end user can see all the tickets associated with the contact group.
- If unchecked, the end user can only see their own tickets associated with the contact group.
Notes
Used by agents to display private notes associated with a particular contact. The contact cannot see the notes.
Links
Displays the external links that have been shared by the agent to the contact.
Files
Refers to the files that the agents have shared with the particular contact. Agents can share files of up to 20MB.
History
The history tab displays the overall contact profile changes. The contact history can be logged for the following cases:
- When creating or editing a contact.
- When you block, delete, deactivate, or activate a contact.
Frequently Asked Questions (FAQs)
Q: Can contacts see agent notes?
A: No. Notes are private to agents.
Q: What does “View All Tickets” mean?
A: It allows a contact to view all tickets within their contact group.
Q: Why don’t I see the Contact Groups tab?
A: It only appears when the Multiple Contact Groups feature is enabled.
Q: What happens if a contact is blocked?
A: The contact cannot access the portal or interact with agents.
