Contact Management
Keep track of the people your team supports. Add contacts, link them to tickets, attach files, and see their full history in one place.
What are contacts?
Contacts are the external people your team supports. They could be customers, clients, employees from other departments, partners, or anyone who submits requests to your team. Every contact has a profile in FyneDesk where you can store their details, view their ticket history, and attach relevant files.
Contacts are separate from your team members. Team members are the agents and admins who log into FyneDesk to handle tickets. Contacts are the people on the other side, the ones submitting requests.
How to add a contact
Navigate to Contacts in the sidebar and click New Contact. Fill in the details:
- 1Name (required). The contact's full name.
- 2Email. Their email address. This is used to match incoming emails to the contact when using Email to Ticket.
- 3Phone. A phone number for reference.
- 4Company. The company or organization the contact belongs to.
- 5Location. Select from your organization's configured locations. Locations can be managed in Organization Settings.
- 6Notes. Any additional context about the contact, such as their role, preferences, or account details.
You can also upload file attachments when creating a contact. These are useful for storing contracts, onboarding documents, or any files related to that person.
How contacts link to tickets
When creating a ticket, you can set a contact as the requester. This links the ticket to that contact, making it easy to see all tickets a contact has submitted from their profile page. You can also see the total ticket count for each contact in the contact list.
Automatic contact creation from email
If you have Email to Ticket set up, FyneDesk automatically creates a contact when someone emails your support address for the first time. The contact's name and email are pulled from the incoming email. If a contact with that email already exists, the ticket is linked to the existing contact instead of creating a duplicate.
Contact attachments
Each contact can have files attached to their profile. These are stored separately from ticket attachments and stay with the contact regardless of which tickets they are linked to. Use attachments for things like signed agreements, ID documents, or reference materials that apply to the person rather than a specific ticket.
To add an attachment, open a contact's profile and use the file upload area. You can upload multiple files. To remove an attachment, click the delete button next to the file.
Searching and filtering contacts
The contact list supports search across name, email, phone, and company fields. Type in the search bar to narrow the list. Filters can also help surface incomplete or possible duplicate records. The list is paginated, showing 15 contacts per page.
Editing and deleting contacts
Open a contact's profile and choose Edit to update their information if you have permission. The action menu also offers merge or delete to authorized users. Before deleting, check linked tickets, attachments, and any portal login associated with the contact.
Frequently asked questions
Can contacts log into FyneDesk?
Contacts are not staff accounts. They can interact by email, live chat, or the Client Portal. The portal can allow guest access; on Pro and above, an administrator can also enable contact logins and self-registration.
What happens to tickets when I delete a contact?
The delete confirmation warns about linked tickets. Review them before proceeding: removing a requester changes the context available to your team even when the ticket record remains.
Can I merge duplicate contacts?
Yes, with the appropriate access. Open the contact you want to keep and choose Merge, then select the duplicate. Administrators can also review possible duplicate groups in Contacts and choose the primary record. The merge moves supported references and removes the duplicate; it will not silently merge portal-login accounts away.
Can I import contacts in bulk?
Yes. Authorized administrators can use Import in Contacts to open the data-import tools, including CSV import. Check field mapping and review results before relying on imported data.
Is there a limit on how many contacts I can have?
There is no limit on the number of contacts in your organization.
Can agents create and edit contacts?
Creation, editing, merging, and deletion depend on your role and specific customer-data permissions. In particular, deletion requires the Delete customers permission; do not assume every agent has it.