Account Contact Relationship - Zoho Desk Knowledgebase

Why does the account-contact relationship change when I update the ticket's account name?

Contact is the primary identifier of a ticket. You cannot create a ticket in Zoho Desk without associating it with a contact. Besides tickets, contacts are also associated with their respective accounts.

Keeping the above factors in mind, when you update a ticket's account name without changing its contact, you will be linking that ticket to contact and account that were not associated earlier. In which case, the system dissociates the contact from the previous account and links it to the new account that you have updated on the ticket. This is why you will notice that the account-contact relationship changes when you update the ticket's account name.

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