How to Manage Contact Groups in BoldDesk
A contact group lets you organize multiple contacts (people and companies) under one label—handy for domain-based auto‑grouping, targeted communications, and permission scoping. Use contact groups to keep related contacts together (e.g., all users from techinfo.com) and to capture additional metadata via custom fields.
Add a New Contact Group
Follow these steps to create a group and (optionally) configure its fields.
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Open the Contact Groups module.
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Click the Create Contact Group button to open a dialog.
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Enter the required details (e.g., Contact Group Name, Domain, Description), then click Create.
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(Optional) Configure custom fields for the group: click Configure Fields to add or edit group-level fields that appear in the contact form. To use the Create Contact Group option, an Agent must have the permission to Manage fields and forms.
Adding one or more domains to a contact group (e.g., techinfo.com) automatically associates contacts whose email addresses match those domains (e.g., xyz@techinfo.com) with that group. Each domain can belong to only one contact group. The same domain cannot be added to multiple groups.
Edit an Existing Contact Group
The Editing a contact group option allows you to make changes to the added contact groups. To edit a contact group, follow the given steps:
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Click the Edit icon next to the group to open its details.
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Update the fields as needed (including domains and any configured custom fields).
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Click Update to save your changes.
For an Agent to create or edit contact groups the Create or edit contact group permission has to be enabled.
Frequently Asked Questions (FAQs)
1) What is a contact group and why should I use it?
A contact group lets you organize multiple contacts (people and companies) under one label. It’s useful for domain‑based auto‑grouping (e.g., everyone with @techinfo.com), targeted communications, and storing extra details via custom fields.
2) How do I create a new contact group?
- Open the Contact Groups module.
- Click Create Contact Group to open the dialog.
- Enter the required details (e.g., Group Name, Domain, Description) and click Create.
3) How does domain auto‑grouping work in contact groups?
When you add a domain (e.g., techinfo.com) to a contact group, any contact whose email address matches that domain (e.g., user@techinfo.com) is automatically associated with the group.
4) Can the same domain be used in more than one contact group?
No. Each domain can belong to only one contact group. If a domain is already assigned elsewhere, you’ll need to remove it there before adding it to a new group.
5) How do I edit an existing contact group?
Open the Contact Groups list, click the Edit icon next to the group, update the details (name, description, domains, custom fields), and click Update to save.
