Add, Edit and Delete Contacts
Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles and track the status of their tickets on your Help Center. Also, contacts can be related to an account as per your business process.
Adding a Contact
Typically, contacts will be added for customers when they send in their first ticket. For example, when Melissa sends in her first ticket to your support email address, a new contact by the name Melissa will be added in your helpdesk. Any further tickets from Melissa (from the same email address) will be associated with this contact. You can also add or import contacts manually when required.
To add a new contact:
- Click the Customers module.
- On the Contacts Home page, click the Add icon (
) from the top pane.
- On the Add Contact page, fill in the details about the contact.
- Click Submit.
Note:
- You must specify the last name of the contact. This field is mandatory.
- Only the contacts with an email address can be added as Help Center users.
- The agent who adds the contact will be set as the contact's owner. However, you can change this under the Contact Owner field.
Editing a Contact
You can modify an existing contact to add more context to it.
To edit contacts individually:
- Open a contact to view its details.
- Click the More Actions icon (
) from the top pane.
- Click Edit from the menu.
- Perform the necessary edits on the Edit Contact page.
- Click Save.
You can also edit a contact from the Contact List View page. In the list view, hover your mouse over a contact and click the Edit icon ( 
) to edit the same.
Deleting a Contact
Occasionally you may need to remove some of the unnecessary contacts from Zoho Desk.
To delete contacts individually:
- Open a contact to view its details.
- Click the More Actions icon (
- Click Delete from the menu.
- Click Delete to confirm.
When you delete a contact, all of its tickets, activities, and time entries will be moved to the Recycle Bin.
Note:
- You cannot delete contacts that were added as end users.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
Add, Edit and Delete Accounts
In a typical Business to Business (B2B) scenario, Account represents a Company or a Department within the company, for which you provide customer support. You can associate an account with contacts (persons) within the company who send in support ...Add Edit and Delete Calls
Calls are the most important of all customer support activities. The phone is where customer issues are received, and it is usually where they’re closed. So it is essentially an activity that must be logged. Call logging is essential to precisely ...Add, Edit, Clone, Unpublish and Delete KBase Articles
The Knowledge Base is where your customers can access the solution articles you create for addressing various issues. You can create articles and group them under custom sections for ease of access. Before you get started with adding articles, please ...FAQs: Customers
How do I link contacts to accounts? The Contacts are individuals or customers that you provide support for through the various channels in Zoho Desk. The Account is a company or an organization that the contacts belong to or represent. Therefore, it ...What are the Contact Associates?
Contact Associates are entities that are relevant to your contacts and most importantly, be linked with the other standard modules in your helpdesk. The associates provide contextual information about a contact like associated tickets, related ...