How to Add and Remove Contacts From a Contact Group
This guide covers BoldDesk workflows to add existing or new contacts to a Contact Group, remove mapped contacts, control ticket access scope, and use domain mapping so new contacts are auto‑assigned to the right group.
Admin Settings: Prerequisites
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Roles & Permissions
Ensure your role has Create or edit contact permission.
Path: Admin → Roles & Permissions → (Select Role) → Contacts → Create or edit contact -
Contacts & Groups
Confirm the Contact Group exists:
Path: Contact Management → Contact Groups → (Open Group)
Contact Groups: Overview
A Contact Group organizes related contacts (e.g., a company or department). Group membership controls visibility such as View All Tickets for group members and can automatically associate new tickets to the group when Domain Mapping is configured.
How to Add a Contact to a Contact Group
Adding contacts to a contact group can be accomplished in two ways, namely:
- Adding existing contacts
- Adding a new contact
Adding Existing Contacts
To add existing contacts, follow the steps below:
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Open Contact group profile page.
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At the top right, click the Add contact button.
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Select Existing to open a dialog box.
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Select the contacts and click the Add button.
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The selected contacts will be listed. Before you save, you can remove the contacts and change the ticket access scope.
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Click the Save button to add the contacts.
Adding a New Contact
To add a new contact, follow the steps below:
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Open Contact group profile page.
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At the top right, click the Add contact button.
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Click New option to add the new contact.
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Select the contacts group you wish to add the new contact and click the Add button.
- To ensure newly created tickets are automatically associated with the correct contact group, make sure the contact group’s domain setting matches the actual email domain used by your contacts. Updating the domain ensures BoldDesk can correctly map and group all future contacts and their tickets without manual intervention. You can now add a new contact using a phone number. For detailed steps, explore further instructions about Create a Contact Using a Phone Number in BoldDesk.
- To ensure new contacts are automatically assigned to the correct contact group, update the domain mapping in the group’s configuration so that it matches the intended domain. Once the domain is correctly mapped, any newly created contact using that domain will be automatically added to the contact group.
Removing a mapped contact
To remove a mapped contact, follow the steps below:
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Go to the Contact group profile page.
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Select the Contacts Tab.
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Click the Remove button as highlighted to open a dialog box.
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A confirmation dialog box will appear. Select the Yes, Remove option to remove the contact.
Changing the ticket access scope
To change the ticket access scope, follow the given steps:
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Go to the Contact group profile page.
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Select the Contacts Tab.
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Toggle the switch button.
- If view all tickets is switched on, the end user can see all the tickets associated with the contact group.
- If view all tickets is turned off, the end user can only see their own tickets associated with the contact group.
- Maximum of 25K contacts can be added to a contact group.
Permission for adding contact
For adding contacts to a contact group, you must have the Create or edit contact permission enabled.
FAQs
Q1: Can I bulk‑add many contacts to a Contact Group at once?
Yes. Use Add contact → Existing to multi‑select and add.
Q2: Does changing a contact’s group move existing tickets?
Yes. When you change a contact’s group in BoldDesk, the Contact Group value on that contact’s existing tickets will also update, as long as the ticket is still linked to that contact.
Q3: Can I restrict who can manage group members?
Yes. Control access via Admin → Roles & Permissions → Contacts (e.g., Create or edit contact).
Q4: Can I exceed 25,000 contacts in a single group?
No. 25K is the documented maximum per Contact Group. Create additional groups if needed.
