Contacts

Niamh Ferns Updated by Niamh Ferns

Contacts

You can easily manage contacts you handle from the DeskDirector Admin Portal.

For our ConnectWise and Autotask partners, contacts are synced over from your primary PSA and will be under the 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, which 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 brings you to the configuration page for that specific contact, which looks like this:

Filtering Contacts

As the number of contacts you handle grows, managing which ones have specific configurations 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 come in handy in setting group-tag permissions for specific ticket access.

From the profile, you can also impersonate the contact or set/reset the contact's password if they or 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 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 override both global and account-level permissions (see cascading override).

Custom Portal Menu

On this page, you can select which menu a contact is shown in. This setting respects cascading override and 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 a specific ticket. It will show whether users have access to specific tickets and can be used to narrow down on why.

Quotes

This tab is only available for clients making use of an integration that provides quote access.

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 override the settings both at the global and company level (see cascading override).

Invoices

This tab is only available for clients making use of an integration that provides invoice access.

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 override 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.

Important Note

Only contacts that match your chosen filters and that have permission set at a contact level will be exported.

Exporting as a CSV

To export your contacts:

  1. Log in to the Admin portal, then head to Portal > Contacts
  2. Click on Export CSV at the upper-right corner of the page. 
  3. Once clicked, you will be presented with these options:
  4. Optionally, click Select Permissions to add filters if desired
  5. Lastly, click Export

ConnectWise Reporting

This option will only appear for our ConnectWise partners.

This allows you to export your instance's contacts and the tickets table and time entry table for the past 7 days, as well as the current and previous months:

How did we do?

Portal Deep Linking

Accounts

Contact