Contacts Overview

Contacts represent the individual people your Helpdesk communicates with and supports.

A contact may be a requester on tickets, belong to a company, and have related service activity.

Contact information

Contact records can hold information needed to identify and communicate with a person.

The exact fields available depend on your Helpdesk configuration.

Contacts and tickets

A requester associated with a ticket allows agents to understand who raised the request and view the relationship between the person and their support history.

Contacts and companies

Contacts can be associated with companies when the person belongs to an organization represented in the Helpdesk.

Why contact quality matters

Accurate contact data improves requester identification, communication, reporting, company relationships, and duplicate prevention.

Before creating a new contact, search for an existing matching record.