Contacts, also known as end-users, are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles, and track the status of their tickets on your Help Center. Also, contacts can be related to an account as per your business process.

Adding a Contact

 

Typically, contacts will be added for customers when they send in their first ticket. For example, when Melissa sends in her first ticket to your support email address, a new contact by the name Melissa will be added in your helpdesk. Any further tickets from Melissa (from the same email address) will be associated with this contact. You can also add or import contacts manually when required.

 

To add a new contact:

1.   Click the Customers module. 

2.   On the Contacts Home page, click the Add icon ) from the top pane.

3.   On the Add Contact page, fill in the details about the contact. 

4.   Click Submit.

• You must specify the last name of the contact. This field is mandatory.

• Only the contacts with an email address can be added.

• The agent who adds the contact will be set as the contact's owner. However, you can change this under the Contact Owner field. 

 

 

Editing a Contact

You can modify an existing contact to add more context to it. 

To edit contacts individually:

1.   Open a contact to view its details. 

2.   Click the More Actions icon (  ) from the top pane.

3.   Click Edit from the menu.

4.   Perform the necessary edits on the Edit Contact page.

5.   Click Save.

You can also edit a contact from the Contact List View page. In the list view, hover your mouse over a contact and click the Edit icon (  ) to edit the same. 

Deleting a Contact

 

Occasionally you may need to remove some of the unnecessary contacts from Zoho Desk.

 

To delete contacts individually:

1.   Open a contact to view its details.

2.   Click the More Actions icon ( ) from the top pane.

3.   Click Delete from the menu. 

4.   Click Delete to confirm.

When you delete a contact, all of its tickets, activities, and time entries will be moved to the Recycle Bin. 

 

Note:

You cannot delete contacts that were added as end users.