Table of Contents

Contacts

Niamh Ferns Updated by Niamh Ferns

Contacts

You can easily manage contacts you handle from the DeskDirector Admin Portal.

You can access this page from Client Portal > Contacts in the DeskDirector Admin Portal. You will see a page that looks like this, which shows all the contacts under your instance:

From this page, you can select which contacts you want to manage by clicking on the contact name. This brings you to the configuration page for that specific contact, which looks like this:

Filtering Contacts

As the number of contacts you handle grows, managing which ones have specific configurations can get overwhelming. To make it easier for you to manage this, DeskDirector uses tags and configuration filters. These appear in the contact list view for you to use:

Profile

This page will show the contact's details like their name, phone number, email address, company and the site/branch they are assigned to. You should also see the contact's profile picture. You can also add contact-specific tags.

From the profile, you can also impersonate the contact or set/reset the contact's password if they or you want standard username and password login for the user to the client portal.

Contact Groups

Here, you see a list of Contact Groups that this contact is in. You can also go straight to the contact group from this section to make updates if needed.

Access

Queues and tickets

Here, you can make contact-specific changes to ticket permissions. These are the most specific form of permission configuration and will override both global and account-level settings (see cascading override).

Features

General

Similar to the global and account-level permissions, but any changes at the contact level override both global and account-level permissions (see cascading override).

Custom Portal Menu

On this page, you can select which menu a contact is shown in. This setting respects cascading override and will default to the account's menu if none is configured.

Service Group

This allows you to set which Service Group is assigned to the contact and will override the account and global level settings (see cascading override).

How did we do?

Accounts

Contact Groups

Contact