Editing Contact Information

Keep contact information current so agents can identify and communicate with customers correctly.

Edit a contact

1. Open the contact record.
2. Review the existing information.
3. Update the fields that have changed.
4. Confirm the company relationship when applicable.
5. Save the changes.

Important considerations

Do not replace one person's contact record with another person's information. Create a separate record when the identity is different.

Be careful when changing primary communication information because it may affect how the person is identified in future interactions.

Data quality

Use consistent formatting for names, telephone numbers, and other structured information when your organization has a standard.

Correct outdated information rather than creating duplicate records.

Related records

Editing a contact should preserve the person's existing ticket and activity history. Review related records when you are uncertain whether you are editing the correct contact.