Managing Contact Group Profiles in BoldDesk
A Contact Group in BoldDesk is used to organize related contacts, similar to grouping employees under a company. The Contact Group Profile page provides a centralized view of mapped contacts, ticket statistics, CSAT scores, and more.
Contact groups are shared across all brands and cannot be assigned to a specific brand.
Viewing a Contact Group Profile
To view a contact group, follow the steps below:
- Go to the Contacts module and click Contact Group.
- 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.
Contact Group CSAT (Last 30 Days)
This refers to the Customer Satisfaction Score calculated from contact 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 feedback submitted by contacts in the group. If no feedback is received, scores remain at 0%.
Tab Sections in Contact Group Profile
The tab sections are discussed below.
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.
Contacts Tab
The Contacts 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:
- On the contact group profile page, click Add contact at the top left.
- Choose the Existing option, then select contacts from the dropdown list, and click Add.
- The selected contacts will be listed. Before saving, you can remove contacts or modify the ticket access scope.
- Click Save to confirm adding the contacts.
Adding a New Contact
To add a new contact, please follow the instructions below:
- On the contact group profile page, click Add contact located at the top left.
- Select the New option to create a new contact.
- 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:
- On the contact group profile page, open the Contacts tab.
- Click the remove (X) icon next to the contact to be removed.
- A confirmation dialog box will appear. Click the Yes Remove option to remove the contact.
Tickets Tab
The Tickets 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:
- On the contact group profile page, open the Contacts tab.
- 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.
Chats
Displays all chat conversations linked to the contact group.
Notes
Used by agents to display private notes associated with a particular contact group. The contact group contacts cannot see the notes.
Links
Displays the external links that have been shared by the agent to the contact group.
Files
Refers to the files that the agents have shared to the particular contact. Agents can share files of up to 20MB.
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.
Deleting a Contact Group
To delete a contact group, follow the steps below:
- On the contact group profile page, click the Delete Forever button at the top left.
- 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 (Admin > Roles and Permissions > Contact Role).
Frequently Asked Questions (FAQs)
Q: Can I assign a contact group to a specific brand?
A: No. Contact groups are shared across all brands.
Q: Will deleting a contact group remove its contacts?
A: No. Contacts remain unaffected.
Q: What does “View All Tickets” mean?
A: It allows contacts to view all tickets within the group.
Q: Can contacts see notes added to the contact group?
A: No. Notes are private to agents.
