How to Add and Edit Contacts
Efficient contact management is key for great support. BoldDesk lets you add, edit, and update contacts to keep data current, personalize communication, and streamline tickets. This guide covers creating, updating, and customizing contacts for your workflow.
Adding a New Contact
To add a new contact, follow the steps below:
- In the left navigation bar, click the Contact menu.
- Click the Add Contact button on the right for a dialog to appear.
- Fill out all the required fields and then click the Add button.
- Select Configure fields in the dialog footer to add a new custom field to the contact. This option is visible only for admins who have the “Manage fields and forms” module permission.
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.
Check in this video to learn more about adding and editing contacts.
Editing a Contact
Editing a contact allows you to make changes to the added contacts. To edit a contact, follow the steps below:
- Navigate through the Contact menu.
- Select the contact you wish to edit for the edit icon to appear.
- Click the Edit icon. A dialog box will appear with previously added entries.
- Make your changes and then click Update.
Accessing Add or Edit Contact
To access the Add or Edit contact, you must have the following permission enabled.
Creating a Contact at the time of 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:
- Go to the Create Ticket page.
- Below the requester field, click the Add new contact button.
- Fill out the details and click the Create button.
- A new contact will be created, along with a ticket.
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.
- Go to the Create Ticket page.
- Click the Add contact button to the right of the CC field.
- A dialog will appear, prompting you to enter your name and email address.
- Click the Add button.
- A new contact will be added, as well as a CC on the ticket.
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.
