Contact Group Profile

A contact group is used to group related contacts. You can also consider the contact group as a company where the contacts are the employees working under the company.

The contact group profile page displays information about a specific contact group, such as mapped contacts, the number of pending tickets, and more.

Viewing a Contact Group Profile

To view a contact group, follow the steps below:

1. Go to the Contacts module and click Contact Group.
2. Open the contact group you want to view or click on the More Action and select View Profile.
   
   

Information on the Contact Group Profile

The contact group profile displays the following:

• Contact group’s name
• Description, if any
• Total number of contacts mapped
• Total number of pending tickets
• The total number of on-hold tickets
• The total number of closed tickets.

Details Tab

The details tab shows the contact group’s information entered when the contact group was created—for example, Contact Group Name, Created Date, Domain, and more.

Contact Group History

The contact group history tab displays the overall contact group’s profile changes. History will be logged for the following cases:

• When creating a contact group.

• When editing the contact group.

  

Contacts Tab

The Contact tab displays all mapped contacts along with their details, including names, email addresses, phone numbers, status, and ticket access scope.

Adding Contacts to a Contact Group

Contacts can be added to the contact group in the following ways:

• Adding existing contacts
• Adding a new contact

Adding Existing Contacts

To add existing contacts, please follow these steps:

1. On the contact group profile page, click Add contact at the top left.

2. Choose the Existing option, then select contacts from the dropdown list, and click Add.

   

3. The selected contacts will be listed. Before saving, you can remove contacts or modify the ticket access scope.

4. Click Save to confirm adding the contacts.

   

Adding a New Contact

To add a new contact, please follow the instructions below:

1. On the contact group profile page, click Add contact located at the top left.

2. Select the New option to create a new contact.

   

3. Select the contact group where you want to add the new contact and then click the Add button.
   

   

Removing a Mapped Contact

To remove a mapped contact, follow the steps below:

1. On the contact group profile page, open the Contacts tab.

2. Click the remove (X) icon next to the contact to be removed.

3. A confirmation dialog box will appear. Click the Yes Remove option to remove the contact.

   

Tickets Tab

The ticket tab shows the overall tickets associated with the contact group.

Changing the Ticket Access Scope

To change the ticket access scope, follow the given steps:

1. On the contact group profile page, open the Contacts tab.

2. In the View All Tickets section, toggle the switch to enable or disable ticket visibility for the group.

   

   If the View All Tickets is enabled, end users can view all tickets associated with the contact group. If disabled, they can only view their own tickets and tickets where they are added as CCs.

Deleting a Contact Group

To delete a contact group, follow the steps below:

1. On the contact group profile page, click the Delete Forever button at the top left.

2. A confirmation dialog box will appear. Click the Yes, Delete option to delete the contact group.

   

   Only the contact group will be deleted. The associated contacts will not be deleted.

Accessing and Managing Contact Group Permissions

Agents must have permissions to access, create, edit, and delete contact groups to perform these actions.