Add, Edit and Delete Contacts

Add, Edit and Delete Contacts

The 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, receive solutions and track their ticket status through your Web Portal. The Contact(s) has to set a password to access your Self Service Portal. Also contacts can be related to an account as per your business process. 

Adding a Contact
Typically, contacts will be created for customers when they send in their first ticket. For example, when Melissa sends in her first ticket at your support email address, a new contact with the name Melissa will be added in your helpdesk. Any further tickets from Melissa(from the same email address) will be associated to this contact. Besides this, you can manually add a contact when required.
To add a new contact:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tickets, etc.) 
  2. Select Customers from the Modules menu. 
  3. In the Contacts Home page, click the  icon from the top bar. 
  4. In the Add Contact page, fill in the details about the contact. 
  5. Click Submit. 
Note:
  1. You must specify the last name of the contact. This field is mandatory.
  2. Only the contacts with an email address can be added as portal users. 
  3. The agent who adds a new contact will be set as the contact's owner. However, you can specify a different agent using the drop-down menu in the Contact Owner field. 
Editing a Contact
You can edit an exiting contact to add more context to it. To edit contacts individually:
  1. In the Contacts module, open a contact in its detail view. 
  2. In the contact information page, click the  icon alongside the contact name. 
  3. In the Edit Contact page, perform the necessary edits and 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  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. In the Contacts module, open a contact in its detail view. 
  2. In the contact information page, click the  icon alongside the contact name. 
  3. Click OK to confirm your action. 
When you delete a contact, all of its tickets, tasks and time entries will be moved to the Recycle Bin. Also, you cannot delete the contacts that were added as portal users.