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Managing contacts
↩ Helpdesk
Contacts are the external people who raise tickets — requestors who aren't JOATOS users. They're created automatically when someone emails in, and you can also add them by hand.
The contacts list
From the Helpdesk, select Contacts. The list shows each contact's Name, Email, Phone, Company, their ticket count, and when they were created.
Adding or editing a contact
- Select New Contact and enter a Name and Email (required), plus optional Phone, Company, and Notes.
- Open a contact to edit those details, or to see their full ticket history — every ticket where they're the requestor, linking to each one.
A contact can't be deleted while they have open tickets.
How contacts relate to tickets
When email arrives from an address that isn't a JOATOS user, the helpdesk records the sender as the ticket's requestor. Keeping a contact's details current means their name, company, and phone are on hand whenever they get in touch.
Notes & tips
- Add a company and phone to frequent requestors so agents have context at a glance.
- Contacts are distinct from JOATOS users — a contact is someone you support, not someone who logs in.