How to Add and Edit Contacts
Efficient contact management ensures accurate records, personalized communication, and smoother ticket handling. BoldDesk allows you to create, edit, and update contacts using flexible identity fields, helping you maintain clean and reliable customer data across your support operations.
Check in this video to learn more about adding and editing contacts.
Adding a New Contact
You can create contacts directly from the Contacts module. A contact may be identified by Email or Phone Number, and at least one of these fields must be entered. When both are blank, they appear required until one is provided.
Follow these steps to add a new contact:
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In the left navigation bar, click Contacts.
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Select Add Contact in the top‑right corner to open the contact form.
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Enter the required details.
- You may provide an Email or Phone Number.
- Once one field is filled, the other becomes optional.
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Click Add to save the contact.
Explore further instructions about Create a Contact Using a Phone Number in BoldDesk.
Configuring Additional Fields
Agents with Manage fields and forms permission can customize contact fields:
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In the Add Contact dialog, select Configure fields.
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Add or modify custom fields as needed.
When a contact is automatically created—either by a new user sending an email to the support address or being added as a CC—BoldDesk uses the name registered with the email address as the contact’s display name.
Editing a Contact
Editing a contact allows you to make changes to the added contacts. To edit a contact, follow the steps below:
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Navigate through the Contact menu.
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Select the contact you wish to edit for the edit icon to appear.
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Click the Edit icon. A dialog box will appear with previously added entries.
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Make your changes and then click Update.
Required Permissions for Managing Contacts
To access the Add or Edit contact, you must have the following permission enabled.
Creating a Contact During Ticket Creation
Creating a contact at the time of ticket creation allows you to add a new contact with minimal fields when creating a ticket. To create a contact at the time of ticket creation, follow the steps below:
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Go to the Create Ticket page.
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Click the Add new contact link next to the Requester field.
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Enter the required details.
- You may provide an Email or Phone Number.
- Once one field is filled, the other becomes optional.
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Click Create and a new contact will be created, along with a ticket.
Explore further instructions about Create a Contact Using a Phone Number in BoldDesk.
The Add new contact at the time of ticket creation permission should be enabled to add a new contact when creating a ticket.
Create Contact While Adding CC
You can add a new contact as the ticket’s CC on the create ticket and ticket detail pages.
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Go to the Create Ticket page.
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Click the Add contact button to the right of the CC field.
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A dialog will appear, enter the required contact information.
- Provide both Name and Email ID.
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Click the Add button.
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A new contact will be added, as well as a CC on the ticket.
In BoldDesk, there is no option to enter or select a phone number when adding a new CC contact from the “Create Ticket” page using the Add New Contact link within the CCs field.
Automatic New Contact Creation from Email
A support ticket is created via email if the “To” or “CC” address contains an email address that is not available as an agent or contact. This automatically creates a new contact. Please note that when a ticket is initially created through email, the sender’s name from the email address is used as the contact’s display name in the BoldDesk portal.
FAQs
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Can a contact be created without an email address in BoldDesk?
Yes. Contacts can be created using either an email address or a phone number. At least one of these fields must be provided. -
Where can I customize the fields that appear in the contact form?
Contact fields can be customized in Admin → Fields & Forms, provided your role has the Manage fields and forms permission. -
Can I bulk import contacts into BoldDesk?
Yes. You can import contacts via Admin → Import Data using the supported CSV format. -
Can contacts be assigned to contact groups?
Yes. Contacts can be added to one or more contact groups from the Contact Details page. -
Does BoldDesk support merging duplicate contacts?
Yes. If two contacts share matching information, you can merge them from the Contact Details page using the Merge Contact option.
Explore further instructions about How to Merge Contacts. -
Can I delete a contact in BoldDesk?
Yes. Contact deletion is supported if your role includes the Delete contacts permission. Deleted contacts cannot be restored.
