Manage Contacts

Contacts in HappyFox Help Desk are the customers or end users who submit tickets. HappyFox creates a contact profile automatically the first time someone submits a ticket. You can also add contacts manually before they submit their first ticket, and manage all contact records from the Contacts section.
 

Available on all plans.

Add a contact manually

​​Before you begin​You need the Create Contact permission to add contacts manually. To add multiple contacts at once, use Import contacts from Spreadsheets to HappyFox instead. That option requires the Import Contacts permission.

1. In the left sidebar, click the Contacts icon, then select All Contacts.
   
2. Click the + icon next to the All Contacts heading.
3. Fill in the contact details:
   • Full Name (required)
   • Email Address
   • Phone Numbers: add one or more numbers, each with a type (main, work, mobile, etc.)
   • Contact Fields: any custom fields configured for your account
     
4. To send the contact an activation link so they can log into the support center, check Send account activation email to this contact.
5. Click Save.

​​Note​The Contact Fields section shows any custom contact fields your admin has configured. You can fill these in when creating the contact or update them later from the contact detail page.

View contact details

Click any contact's name in the All Contacts list to open their contact detail page. The page shows:

• Ticket counts at the top: click All Tickets or Pending Tickets to open a filtered ticket list for that contact.
• Recent Tickets tab: the contact's most recently updated tickets, with status, subject, ticket ID, category, assignee, and last updated date.
• Activity tab: a timeline of activity on the contact record.
• Contact Information card (right sidebar): email address, phone number, and social media handles.
• Contact Fields Information card (right sidebar): values for any custom contact fields.
• Contact Groups card (right sidebar): the Primary Group and all groups the contact belongs to.

​​Note​Agents see only the tickets they have access to based on their category permissions. Contacts who have not submitted a ticket in an agent's assigned categories are considered unassociated. Viewing them requires the View Unassociated Contacts permission.

Edit a contact

1. Click the contact's name to open their detail page.
2. Click Edit in the page header.
3. Update the contact's name, email address, phone numbers, or custom contact fields.
4. Click Save.

​​Note​Editing unassociated contacts (contacts who have not submitted a ticket in your assigned categories) requires the Edit Unassociated Contacts permission.

Delete a contact

​​Warning​Deleting a contact permanently deletes all tickets associated with that contact. This cannot be undone.

1. Click the contact's name to open their detail page.
2. Click More Actions and select Delete.
3. Review the confirmation message, then click Delete Contact to confirm.

Search and sort contacts

To search for a contact, click the Search Contacts bar and type a name, email, or phone number.

To sort the list, click any column header: Name, Email, Phone, or # of Tickets. Click the same header again to reverse the sort order.

Permissions reference

Contact actions are permission-gated. Agents can only view or act on contacts who have submitted a ticket in a category the agent is assigned to. Those are called associated contacts. Contacts with no tickets in the agent's categories are unassociated.

To review or update agent permissions, see Staff roles and permissions.

Troubleshooting

I can't see "Change contact" in a ticket's More Actions menu.

This option is only visible to agents with the Change ticket Contact permission. Ask your administrator to enable it on your role. See Staff roles and permissions.
 

I can't see the option to import contacts.

Importing contacts requires the Import Contacts permission. Ask your administrator to enable it on your role. If you have the permission and the option is still missing, contact HappyFox support.
 

I can't find a contact I know exists.

You can only see contacts who have submitted a ticket in a category you are assigned to. If the contact exists but has not raised a ticket in your categories, you need the View Unassociated Contacts permission to see them. Ask your administrator to enable it.

Continue reading

Import contacts from Spreadsheets to HappyFox› Export Contacts to spreadsheets› Merge Contacts› Manage Contact Groups› Contact custom fields› Unified Contact Profile› Change ticket contact›