Contacts

A Contact represents an individual person who interacts with your support team in Frappe Helpdesk. Contacts are typically the users who create support tickets, communicate with agents, and receive updates about their requests.

A contact can belong to one or multiple Customers (organizations) and can also be invited to access the Customer Portal to manage their own support requests.

Creating a Contact

To add a new contact:

1. Open the Contacts page from the sidebar.
2. Click Create New Contact.
3. Enter the required information.
4. Optionally link the contact to a customer.
5. Enable Invite as User if you want the contact to access the Customer Portal.
6. Click Create.

If Invite as User is enabled, Helpdesk automatically sends an invitation email allowing the contact to set their password and access the portal.

Contact Information

Each contact stores the information required for customer communication and support.

• First Name
• Last Name
• Email Address
• Phone Number
• Time Zone
• Profile Photo
• Linked Customer(s)

A contact can have multiple email addresses and phone numbers. One email address and one phone number can be marked as the Primary contact information.

Contact Overview

Opening a contact displays a complete overview of their support activity.

The top section includes:

• Profile photo and name
• Primary email address
• Primary phone number
• Country (derived from the configured time zone)
• Linked customer organizations
• User invitation status

Invitation status helps administrators quickly identify whether a contact has already joined the system, has a pending invitation, or whether the invitation has expired.

Managing Contacts

The Edit button and the More (⋯) menu provide several management options.

Administrators can:

• Edit contact details.
• Add or remove email addresses.
• Add or remove phone numbers.
• Set primary email and phone numbers.
• Upload or change the profile photo.
• Configure the contact’s time zone.

Changes remain unsaved until the Save button is clicked.

User Invitations

Helpdesk makes it easy to manage portal access for contacts.

Depending on the current status, administrators can:

• Invite a contact as a new user.
• Resend an existing invitation.
• Send a password reset email to existing users.

When invited, the contact receives an email containing a secure link to create their password and access the Customer Portal.

Contact Analytics

The Analytics section provides a quick overview of a contact’s support history and service quality.

Available metrics include:

• Average feedback rating
• Total failed SLAs
• Average first response time
• Average resolution time

These metrics help support teams understand customer experience and identify contacts that may require additional attention.

Viewing Tickets

The Tickets tab lists every ticket associated with the selected contact.

Agents can:

• Search tickets by ID or subject.
• Filter tickets by status.
• Filter tickets by priority.
• Filter by customer when the contact belongs to multiple organizations.
• Open any ticket directly from the list.

This gives agents quick access to the complete support history for a contact.

Viewing Customer Feedback

The Feedback tab displays all reviews submitted by the contact for resolved tickets.

Agents can:

• View star ratings.
• Read written feedback.
• Sort reviews by Latest, Positive, or Negative.
• Open the related ticket directly from a review.

If the contact has not submitted any reviews, Helpdesk displays an empty state.

Working with Multiple Customers

A single contact can belong to multiple customer organizations.

When such a contact creates a ticket through the Customer Portal, Helpdesk requires them to select which customer the ticket belongs to before it can be submitted.

This ensures every ticket is associated with the correct organization and follows the appropriate support workflow.

Deleting Contacts

Contacts can be permanently deleted when they are no longer required.

During deletion, administrators can choose whether to:

• Delete the contact only.
• Delete both the contact and all associated tickets.

If only the contact is deleted, existing tickets remain in the system but are no longer linked to that contact. Any associated customer relationships are also removed.

Best Practices

• Always use a valid primary email address for each contact.
• Link contacts to the appropriate customer organization.
• Invite customers to the portal so they can track their own tickets.
• Keep contact information updated, including phone numbers and time zones.
• Review customer feedback and ticket history before responding to recurring issues.