Linking Contacts to Companies

A contact can be linked to a company to represent the person's organizational relationship.

When to link a company

Link the contact when the person belongs to a company already represented in the Helpdesk.

If the company does not exist, follow your organization's process for creating or validating the company before linking it.

Why the relationship matters

The company relationship helps agents:

• understand the customer's organization
• review company-related service history
• group related contacts
• improve reporting and account context

Changing the company

Update the relationship when the person's organizational affiliation legitimately changes.

Do not move contacts between companies merely to make reporting easier if the relationship would become inaccurate.

Verify before saving

Confirm that similarly named companies are not separate organizations before linking the contact.