Creating a Contact
- Go to CRM → Contacts.
- Click + New Contact.
- Fill in:
- First Name / Last Name (required).
- Email — must be unique per organisation.
- Phone — used for click-to-dial from the softphone.
- Job Title.
- Company — start typing to search existing customers; or type a new company name to create one on the fly.
- Kind — Customer, Contractor, Vendor, Partner, or Other.
- Status — free text (e.g. "Prospect", "Active").
- Marketing Opt-Out — tick this to exclude the contact from marketing email campaigns.
- Notes — internal notes visible to agents only.
- Click Save.
Editing a Contact
Click the contact's name in the list to open their profile page. All fields are editable inline — click any field to edit and press Enter or click away to save.
Contact Profile Page
The contact profile shows:
- Summary panel — key fields and the owner agent.
- Tickets — all tickets linked to this contact.
- Deals — all deals this contact is attached to.
- Activities — call logs, emails, meetings, tasks.
- Notes — internal notes added by any agent.
- Call Logs — softphone calls to/from this contact's number.
Linking Contacts to Customers
A contact can be linked to one customer (company). When linked:
- The customer's name is shown on the contact card.
- The contact appears on the customer's Contacts tab.
- New tickets created from this contact automatically pre-select the customer.
To link: edit the contact and set the Company field. If you type a company name that doesn't exist, you'll be offered to create a new customer record.
The lockedToCustomer flag prevents helpdesk agents from re-assigning the contact's company link. This is set when the contact is created from the customer page. Contacts created via inbound email stay unlocked until an agent confirms the correct customer.
Merging Duplicate Contacts
If duplicate contacts exist, open one and click Actions → Merge with…. Select the surviving record. All tickets, deals, activities, and notes are moved to the survivor; the duplicate is archived.
Exporting Contacts
Go to CRM → Contacts → Export (the download icon) to export the current filtered view as a CSV including name, email, phone, company, kind, status, and notes.