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
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