Managing Contacts
Updated
by Niamh Ferns
Managing Contacts
You can easily manage contacts you handle from the DeskDirector Admin Portal.
Portal > Contacts section instead.Your options and tabs for a contact will look a little different as well.
You can access this page from Client Portal > Contacts in the DeskDirector Admin Portal. You will see a page that looks like this that shows all the contacts under your instance:
From this page, you can select which contacts you want to manage by clicking on the contact name. This bring you to the configuration page for that specific contact that looks like this:
Filtering Contacts
As the number of contacts you handle grow, managing which ones have specific configuration can get overwhelming To make it easier for you to manage this, DeskDirector uses tags and configuration filters. These appear in the contact list view for you to use:
Profile
This page will show the contact's details like their name, phone number, email address, company and the site/branch they are assigned to. You should also see the contact's profile picture. You can also add contact-specific tags, which also comes handy in setting group-tag permissions for specific ticket access.
From the profile, you can also impersonate the contact or to set/reset the contact's password if he/you want standard username and password login for the user to the client portal.
Contact Groups
Here, you see a list of Contact Groups that this contact is in. You can also go straight to the contact group from this section to make updates if needed.
Access
Queues and tickets
Here, you can make contact-specific changes to ticket permissions. These are the most specific form of permission configuration and will override the both global and account level settings (see cascading override).
Features
General
Similar to the global and account level permissions but any changes at the contact level overrides both global and account-level permissions (see cascading override).
Custom Portal Menu
On this page you can select which menu a contact is shown. This setting respects cascading override and as such will default to the account's menu if none is configured.
Service Group
This allows you to set which Service Group is assigned to the contact and will override the account and global level settings (see cascading override).
Integration Specific Settings
Diagnose
This tab is very helpful in diagnosing reasons why the user is unable to view or access to a specific ticket. It will show whether users have access to specific tickets and can be used to narrow down on why.
Quotes
See our integrations documentation for more!
On this page you can select the quote statuses and types that each specific contact can view. Any changes to each contact overrides the settings both at the global and company level (see cascading override).
Invoices
See our integrations documentation for more!
On this page you can select the invoice status that each specific contact can view. Any changes to each contact overrides the settings both at the global and company level (see cascading override).
Exporting Contacts
CSV Reporting allows you to get a list of contacts or companies that have certain permissions enabled. In order to use the function, all you need to do is log in to the Admin Portal and go to the level you wish to get the report at.
The way the report works is that it will only export contacts that match your chosen filters and that have permission set at the same level as the report. This means that the contacts list will only have contacts that are currently using contact level permissions.
This means that you might at some point have two contacts that have the exact same permissions but only one has them set at a contact level, while the other has it set at a Global level. This means the final report will only contain one contact (the one with the Contact level permissions) .
Exporting as a CSV
To export your contacts:
- Login to the Admin portal then head to
Portal>Contacts - Click on Export CSV at the upper-right corner of the page.
- Once clicked, you will be presented with these options:
- Optionally, click Select Permissions to add filters if desired
- Lastly, click Export
ConnectWise Reporting
This allows you to export your instance' contacts and the tickets table and timeentry table for the past 7 days as well as the current and previous month.
