Contacts & Companies

Contacts represent the people who submit tickets. Companies group related contacts together.

Contacts

Automatic Creation

Contacts are created automatically when:

• An email arrives from a new sender
• You manually create a ticket with a new email address

Contact Properties

Property	Description
Name	Contact’s full name
Email	Primary email address
Phone	Phone number
Company	Associated company
Notes	Internal notes about the contact
Created	When the contact was added

Managing Contacts

1. Go to Contacts in the sidebar
2. Search or browse contacts
3. Click a contact to view/edit
4. See all their tickets in one place

Merging Duplicate Contacts

If a customer has multiple contact records:

1. Open the contact to keep
2. Click Actions → Merge
3. Search for the duplicate
4. Confirm the merge

All tickets are transferred to the merged contact.

Companies

Domain Matching

Companies are linked to contacts via email domains:

1. Create a company with domain acme.com
2. Any contact with @acme.com email is automatically linked
3. New emails from that domain join the company

Tip

Add multiple domains to a company for different email variations (e.g., acme.com, acme.co.uk).

Company Properties

Property	Description
Name	Company name
Domains	Email domains (for auto-linking)
Hourly Rate	Default billing rate
Currency	Billing currency
Ticket Prefix	Override default prefix
Notes	Internal notes

Creating Companies

Manually

1. Go to Contacts → Companies
2. Click New Company
3. Enter name and domains
4. Set billing options
5. Click Create

From Contact

1. Open a contact
2. Click Create Company
3. Company is created with contact’s email domain
4. Contact is automatically linked

Company Ticket View

View all tickets from a company:

1. Go to Contacts → Companies
2. Click a company
3. See the Tickets tab

This shows tickets from all contacts at that company.

Billing Settings

Company Rates

Set company-specific billing rates:

1. Edit the company
2. Set Hourly Rate (e.g., 150)
3. Set Currency (e.g., EUR)

Time entries for contacts at this company use this rate.

Currency Support

Supported currencies:

• EUR (Euro)
• USD (US Dollar)
• GBP (British Pound)
• SEK (Swedish Krona)
• NOK (Norwegian Krone)
• DKK (Danish Krone)

Custom Ticket Prefix

Override the organization’s ticket prefix for a company:

1. Edit the company
2. Set Ticket Prefix (e.g., “CLIENT”)
3. New tickets from this company use this prefix

Example: CLIENT-1 instead of ACME-42

Contact History

Each contact shows:

• All tickets: Every ticket they’ve submitted
• Recent activity: Latest messages and updates
• Time logged: Total time spent on their tickets
• Company info: If linked to a company

Importing Contacts

Import contacts from CSV:

1. Go to Contacts
2. Click Import
3. Upload CSV file
4. Map columns to fields
5. Review and confirm

CSV format:

name,email,phone,company
John Doe,john@acme.com,+1234567890,Acme Corp

Exporting Contacts

Export contacts for use in other systems:

1. Go to Contacts
2. Apply filters if needed
3. Click Export CSV

Privacy & GDPR

Data Stored

Contact records include:

• Name, email, phone
• Ticket history
• Internal notes

Data Retention

• Contacts are retained until manually deleted
• Deleting a contact removes their personal data
• Tickets can be anonymized while keeping history

Right to Erasure

To handle GDPR deletion requests:

1. Find the contact
2. Click Actions → Delete Contact
3. Choose to anonymize or delete tickets
4. Confirm deletion

Next Steps

• Set up billing rates
• Generate client reports