Contacts is where you manage the people and companies you communicate with in Qiscus Helpdesk. Contact records can be created automatically by the system (for example, when a new requester submits a ticket) or added manually by an agent.
Contacts is organized into two menus:
Customers: the individual people (requesters) you interact with. See Customers.
Organizations: the companies or groups that customers belong to. See Organizations.
How Customers and Organizations relate
Each customer can be linked to an organization, so all tickets and interactions from the same company are grouped in one place. Grouping can happen in two ways:
Automatically: customers whose email uses a registered company domain (for example,
@qiscus.com) are grouped into the matching organization.Manually: customers without email data, or who need to be reassigned, can be added to an organization by an agent.
Use Customers to manage a single person's profile, ticket history, and access; use Organizations to see the bigger picture across everyone from the same company.