Adding Contact, Views, and Contact Detail Page
Contacts, also known as end-users, are customers who are using the product or service. They can submit support tickets from different channels (enabled in the organisation's Zoho Desk account), read KB articles, and track the status of their tickets from the Help Center. Contacts can be associated with one or multiple accounts. Learn more about Contacts and Accounts.
Mobile users can perform the following actions in the Contacts module:
Adding Contacts
Viewing contacts as lists
Contacts views:
- A contact will be marked anonymous when the customer details are no longer needed but the tickets, community, and KB posts need to be retained for internal purposes.
- A contact can be marked as anonymous or spam only through the web application. Agents can only view such contacts in mobile.
- Custom views can be created only through the web application. In the mobile application, the user can only star the already created views.
Viewing Contact Details
The agents can view the contact's info: first name, last name, email, created time, layout, and contact owner. If the customer is mapped to CRM, then the CRM info tab will display more information. Viewing ticket summary
Total number of tickets of a contact can be viewed under ticket summary in the contact details page. Agents can further click and perform all actions pertaining to the ticket, like resolving it, seeing the status of the tickets (open, on-hold, and overdue tickets), and the customer's happiness rating for the service. Editing and deleting contacts
Access your files securely from anywhere
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:
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
Zoho Sheet Resources
Zoho Forms Resources
Zoho Sign Resources
Sign, Paperless!
Zoho TeamInbox Resources
Zoho DataPrep Resources
Design. Discuss. Deliver.
Related Articles
Predefined and Custom Event Views
Time-bound activities like meetups, demonstrations, and customer onboarding frequently happen as part of sales activities. It's easier to find events that have similar attributes with list views. For example, you can view meetings that are scheduled ...Adding Accounts, Views, and Account Detail Page
An account represents a company or a department within the company, for which the organization provides customer support. An account can be associated with contacts within the company who submit support tickets through one of the many channels ...Standard and Custom Contact Views
Contact List Views are used to group contacts based on a defined set of criteria. For example, you can view a list of contacts that were added today or of those that are mapped with Zoho CRM. You can also use the List Views to add contacts as end ...Predefined and Custom Call Views
Call List Views are used to group your calls based on a defined set of criteria. For example, you can see a list of the calls that were missed, completed or are due today. Besides these, you can use the call list views to change a call's owner, ...Creating Custom Ticket List Views for Ratings
Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or ...