Contact

A Contact is an individual user who may be linked to a Customer (organization), we will talk about Customers in the next section. Contacts are the primary point of communication for support tickets, and they can also be invited as users to access the system.

Creating a New Contact

1. Navigate to the Contact page using the sidebar.
2. Click on "Create New Contact", present in the top right corner.
3. Fill in the following fields:

• Email ID (required)
• First Name (required)
• Last Name
• Phone
• Customer (Optional) — Select a customer this contact belongs to.
• Invite as User (Optional) — If checked, the contact will be invited to the system as a user.

4. Click Create to save the contact. On saving the contact, if the Invite as User option was checked, an email will be sent to the contact's email address with a link to set their password and access the system.

To know more about Contact, click here.

Customer

A Customer refers to an organization or a company. It is used to group contacts under a common entity.

Adding a New Customer

1. Navigate to the Customer page using the sidebar.
2. Click on "Create", present in the top right corner, and fill in the details. Optionally, you can add details of the primary contact for the customer. If added, the contact will be created automatically and will be invited to the system.
3. Click Create to save the customer.

Managing Contacts under a Customer

The Contacts tab lists everyone grouped under the customer as cards, and is where you manage membership.

• Invite a contact — Click Invite to add people by email. You can add existing contacts or brand-new ones. For each, choose a Role:
  • HD Customer — Can raise tickets on behalf of the organization and manage the tickets they raised.
  • HD Customer Manager — Can view all tickets raised by the organization and assign other members as managers.
    If a contact with that email already exists, it is linked to the customer; otherwise a new contact is created and invited as a user. Pending invitations are listed and can be revoked.
• Set as Primary — From a contact card's menu, mark a contact as the primary point of contact (shown with a star). The primary contact is always a manager.
• Assign / change role — Promote a contact to Manager or revoke manager access from the card menu. Managers can see all of the organization's tickets; regular contacts only see their own. A customer can have multiple managers.
• Remove a contact — Removes the contact from this customer only. The contact itself is not deleted and stays available for other customers.
• To view the invited contacts, click the Invite button to see the pending Invites.
  

Notes

• Linking a Contact to a Customer is optional.
• A Contact can be part of multiple Customers at the same time.
• Contacts under the same Customer can collaborate and see each other's support tickets (managers see all, regular contacts see their own).

Update on Permissions⚠️

Breaking change: customer ticket permissions (v1.27.0+, version not decided yet)

Starting with v1.27.0, how customers get access to tickets has changed.

Before v1.27.0: any user who raised a ticket implicitly got access, and customer-side users could effectively see all tickets across the organization — there was no per-customer scoping to manage.

"From v1.27.0 onwards: access is no longer implicit. Visibility is now controlled explicitly from the Customer page — you decide which contacts belong to which customer, and therefore who can see whose tickets. Customer access is gated on the new HD Customer / HD Customer Manager roles.

What you need to do

• After upgrading, run bench-migrate (automatically done for sites hosted on FC). The patch will automatically add "HD Customer" role for users that are non-agents and have raised a ticket in the system, all the contacts that are linked to customer will be shown in the Customer page.
• Manage ticket visibility per customer from the Customer page (add/remove contacts on the customer). New contacts will not automatically see other customers' tickets.
• Use Customer Manager / Manager role to give access to a particular contact to view tickets of the whole organisation.

Ticket Template

"Customer" field will not be allowed in HD Ticket Template => default anymore, it will become an internal field