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
To configure domain mapping, follow the steps below;
-
Navigate to Admin → Contact Groups → Create / Edit Contact Group
-
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.
- When a Contact Group is created and domain mapping is configured, existing contacts associated with the mapped domains are not automatically added to the Contact Group.
- To ensure accurate Contact Group association, existing contacts must be manually mapped to the appropriate Contact Group. Once this mapping is completed, tickets created by those contacts will correctly reflect the assigned Contact Group. Going forward, any new contacts created with the configured domains will be automatically associated with the corresponding Contact Group based on the domain mapping settings. This automatic association applies only to contacts created after the domain mapping has been configured.
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 when a Contact is created. It does not retroactively update existing Contacts. -
Can the same domain be mapped to multiple Contact Groups?
No. A domain can be associated with only one Contact Group. -
Can ticket creation be prevented 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, and then automation can update the ticket status and send a reply. -
What happens if a Contact is created from the API with a mapped domain?
If the Contact is created via the API and the Contact email domain matches a configured domain, BoldDesk automatically assigns the Contact to the mapped Contact Group at creation time. -
What if domains are added to a Contact Group after users already emailed support?
Those existing Contacts are not automatically added to the Contact Group. Existing Contacts must be manually mapped if Contact Group membership is required for reporting, access control workflows, or automation conditions.
