Managing Contacts in DeskDirector

Edcel Ceniza Updated by Edcel Ceniza

You can easily manage contacts you handle from the DeskDirector admin console. These contacts are ported over after syncing your PSA into DeskDirector.

You can access this page from Portal > Contacts in the DeskDirector admin console. You should 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, which should bring you to the configuration page for that specific contact that looks like this.

There are several tabs that should appear on the contact configuration page and they are:

Profile

This page will show the contact's details like name, phone number, email address, company and the site/branch he is assigned. You should also see the contact's avatar, which you can easily update from this page.

You can also add contact-specific tags, which also comes handy in setting group-tag permissions for specific ticket access.

The advanced section should show a button to 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.

Diagnose

This page is very helpful in diagnosing reasons why the user is unable to view or access to a specific ticket. Check this guide on how to use ticket diagnosis.

Tickets

This is basically identical to the global and company ticket settings but any contact specific changes done here will override the both global and company level settings (read: cascading override). Check out this specific article regarding ticket access in DeskDirector for more information

Permissions

Identical to global and company permissions but any changes at the contact level overrides both global and company-level permissions (read: cascading override). Check out these guides regarding permissions in DeskDirector for more information

Menu

On this page you can select which menu a contact is shown. Without changing it, the company will see/use the default menu set for the company (or the global default menu if there's no menu set for the company).

The 2 remaining tabs only appear for ConnectWise instances

Quotes

Much like global settings for quotes in DeskDirector, 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 .

Invoices

Much like global settings for invoices in DeskDirector, 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 .

How did we do?

Exporting Contacts as CSV

Contact