How to Automatically Associate a Contact Group to Contact
BoldDesk allows administrators to automatically associate Contacts with Contact Groups by mapping email domains at the Contact Group level. This ensures that users from known organizations are grouped correctly as soon as they interact with your support desk.
This article explains how domain-based Contact Group mapping works in BoldDesk, and how to configure it using Admin Settings.
How Domain-Based Contact Group Mapping Works
When a Contact Group has one or more domains configured, BoldDesk automatically assigns newly created contacts to that group if their email domain matches.
Supported Contact Creation Sources
Domain-based mapping applies when a contact is created via:
- Self sign-up
- API
Configure Domain Mapping for a Contact Group
Navigation Path
Admin → Contact Groups → Create / Edit Contact Group
Steps
-
In the Domain field, enter one or more email domains.
- Multiple domains can be added. Press Enter after each domain.
-
Save the Contact Group.
For more detailed steps, explore further instructions about How to Manage Contact Groups in BoldDesk.
Domain-based auto mapping applies only to newly created contacts. Updating or adding domains to an existing Contact Group does not retroactively update existing contacts.
Use Cases
- Automatically group users from the same organization
- Reduce manual contact management
- Apply automation rules based on Contact Groups
- Control ticket access for approved users
- Enforce support policies for internal or partner users
Frequently Asked Questions
-
Does domain mapping update existing contacts?
No. Domain mapping applies only at the time of contact creation. -
Can I map the same domain to multiple Contact Groups?
No. A domain can be associated with only one Contact Group. -
Can I prevent ticket creation using Contact Groups alone?
No. Ticket restrictions are not supported using Contact Groups alone. -
Will tickets from unapproved users still be created?
Yes. The ticket is created first, then automation updates the status and sends a reply.
