Contact Profiles
Viewing contact details, ticket history, and agent notes
Every person who submits a ticket has a contact profile in your helpdesk. Profiles give your team the context they need to provide fast, informed support.
Contacts List
The Contacts page displays a searchable list of all contacts in your helpdesk. Each row shows the contact's name, email address, and Gravatar avatar (pulled automatically from their email). Use the search bar to find contacts by name or email.
Click any contact to open their full profile.
Contact Detail Panel
A contact profile contains:
- Name — first name and last name, synced from your CRM.
- Email — the primary email address used for ticket correspondence.
- Phone — phone number, if available from your CRM.
- Ticket history — a chronological list of every ticket the contact has submitted, with status indicators so you can see open, resolved, and closed tickets at a glance.
- Intelligence flags — badges showing VIP status, new client indicators, and other contextual alerts. See Contact Intelligence for details.
- Open in CRM — a direct link to the contact's record in your CRM, so you can jump to the full client profile without switching tabs.
Agent Notes
Every contact profile includes an agent notes field where your team can record important context — past issues, communication preferences, account details, or anything that helps future interactions.
Agent notes are visible to all team members but never shown to the contact. They persist across tickets, so information added during one conversation is available the next time that person reaches out.
Contact details (name, email, phone) are synced from your CRM. Edits made in the helpdesk will be overwritten on the next sync. To update a contact's core details, make the change in your CRM.