Contacts
Managing the people who submit support requests
Contacts represent the people who submit support requests to your helpdesk. Every ticket is linked to a contact, giving your team instant context about who they are helping.
Contacts sync automatically from your CRM, so your helpdesk always reflects your current client list. Each contact has a profile showing their name, email, phone number, ticket history, and any intelligence flags your team has applied. Agents can add notes to a contact for context that carries across every future interaction.
When you open a ticket, the contact's profile is visible in the detail panel — including past tickets, VIP status, and any alerts your team should be aware of.