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How to Add and Edit Contacts

Updated on : August 29, 2022

Adding a new contact

To add a new contact, follow the steps below:

  1. In the left navigation bar, click the Contact menu.
  2. Click the Add Contact button on the right for a dialog to appear.
Add Contact Option
Add Contact Option
  1. Fill out all the required fields and then click the Add button.

Add Contact Dialog
Add Contact Dialog
  1. Select Configure fields in the dialog footer to add a new custom field to the contact. This option is visible only for admins who have the “Manage fields and forms” module permission.
Configure Field and Forms Page
Configure Field and Forms Page


Editing a contact

Editing a contact allows you to make changes to the added contacts. To edit a contact, follow the steps below:

  1. Navigate through the Contact menu.
  2. Select the contact you wish to edit for the edit icon to appear.

Edit Ticket Option
Edit Ticket Option
  1. Click the Edit icon. A dialog box will appear with previously added entries.
  2. Make your changes and then click Update.


Accessing Add or Edit contact

To access the add or edit contact, you must have the following permission enabled.

Create or Edit Contact Permission
Create or Edit Contact Permission


Creating contact at the time of ticket creation

Creating a contact at the time of ticket creation allows you to add a new contact with minimal fields when creating a ticket. To create a contact at the time of ticket creation, follow the steps below:

  1. Go to the Create Ticket page.
  2. Below the requester field, click the Add new contact button.
Add New Contact Option
Add New Contact Option
  1. Fill out the details and click the Create button.
Create Ticket Dialog
Create Ticket Dialog
  1. A new contact will be created, along with a ticket.

Note: The Add new contact at the time of ticket creation permission should be enabled to add a new contact when creating a ticket.

Add New Contact at the Time of Ticket Creation Permission
Add New Contact at the Time of Ticket Creation Permission


Create contact while adding cc

You can add a new contact as the ticket’s CC on the create ticket and ticket detail pages.

  1. Go to the Create Ticket page.
  2. Click the Add contact button to the right of the CC field.
Add Contact Option
Add Contact Option
  1. A dialog will appear, prompting you to enter your name and email address.
  2. Click the Add button.

Add Contact Dialog
Add Contact Dialog
  1. A new contact will be added, as well as a CC on the ticket.


Automatic new contact creation from Email

When a support ticket is created via email. If an email To or CC address contains an email address that is not available as an agent or contact. Then automatically a new contact is created.

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