Adding contacts and contact roles
Contacts are the people at a client company — the requesters on tickets and the recipients of reports and portal access.
Adding a contact
- Open Contacts → New contact, or use New contact from a company so the company is pre-selected.
- A valid company is required; optionally tie the contact to one of that company's sites.
- Enter name fields (first, last, preferred), email, email CC, phone, mobile, job title and department.
- Set the contact role and save.
Contact roles
The contact type field records the person's role:
| Role | Typical use |
|---|---|
primary | Main day-to-day contact |
technical | IT / technical point of contact |
billing | Accounts and invoicing |
end_user | Standard user (the default) |
decision_maker | Authoriser / approver |
Preferences and flags
- Language (defaults to
en) and timezone - Do not contact to exclude the person from outreach
- Portal access — whether the contact can sign in to the client portal
Like companies, contacts are deactivated rather than deleted, and all create, edit and deactivate actions are written to the audit log.
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