Contacts

Contacts let you add extra people to a customer account beyond the main contact. Each contact can receive their own copy of invoices in a chosen format, get copies of correspondence, and receive ticket updates.

Key Features

• Add contacts for accounts payable, technical teams, or anyone who needs to be in the loop
• Choose which bill format each contact receives by email
• Select which correspondence and ticket types each contact gets copies of
• Share a single contact across multiple customer accounts

Understanding Contacts

A contact is a person linked to a customer account who receives some or all of the account’s communications. The main customer record holds one email address for billing. Contacts let you send bills, correspondence, and ticket updates to other people as well.

Direct vs Shared Contacts

There are two types of contact:

• Direct contact: Belongs to a single customer. Created from the customer’s Contacts tab. Deleted if the customer is deleted.
• Shared contact: Not tied to one customer. Linked to as many customers as you need. Stays in the system even if one of those customers is deleted.

Use shared contacts when one person (such as an accountant or group finance team) handles billing for several customer accounts.

Contacts vs Comma-Separated Emails

The customer record’s email field accepts multiple addresses separated by commas. Contacts offer more control. Here’s how to choose:

If you just need two people to receive the same invoice, comma-separated emails on the customer record is the simplest option. If different people need different formats, or you want to control correspondence and ticket copies per person, use contacts.

Working with Contacts

Viewing Contacts

In enhanced mode, the customer account page shows a Contacts tab. This lists all contacts linked to the customer, both direct and shared.

Click a contact link to view their full details, including communication settings.

Adding a Direct Contact

1. View the customer
2. Go to the Contacts tab
3. Click Add (or use the Add menu)
4. Fill in the contact’s details and communication settings
5. Click Save

The contact is created as a direct contact belonging to this customer.

Adding a Shared Contact

Shared contacts are created without a customer, then linked to each customer that needs them.

1. Create a contact without selecting a customer (from the main Contacts list or Add menu)
2. View the customer you want to link the contact to
3. Click Actions menu > Add Shared Contact
4. Search for and select the contact
5. Click Add Shared Contact

Repeat steps 2-5 for each customer that needs this contact.

Editing a Contact

1. View the contact (click the contact link from the customer’s Contacts tab)
2. Click Edit
3. Make your changes
4. Click Save

Changes to a shared contact apply everywhere that contact is linked.

Removing a Shared Contact

To unlink a shared contact from a customer without deleting the contact:

1. View the customer
2. Click Actions menu > Remove Shared Contact
3. Select the contact to remove
4. Click Remove Shared Contact

The contact is unlinked from this customer but stays linked to any other customers and remains in the system.

Converting Direct to Shared

To turn a direct contact into a shared contact so you can link it to other customers:

1. View the contact
2. Click Actions menu > Convert to Shared Contact
3. Confirm the conversion

The contact’s customer link is removed. It stays linked to the original customer through the shared contact mechanism, and you can now link it to other customers using Add Shared Contact.

Deleting a Contact

• Direct contacts are deleted when you delete them from the contact record, or when their customer is deleted.
• Shared contacts persist in the system until you delete them from the main Contacts list. Removing a shared contact from a customer (using Remove Shared Contact) does not delete it.

Communication Details

The Communication Details section controls what each contact receives. Set these fields when creating or editing a contact.

Contact Regarding

A multi-select list of topics this contact deals with. Use this to record what areas the person is responsible for, so your team knows who to speak to about what.

Copy Email Bill

Select the bill format this contact receives by email. This is the field that makes a contact receive invoice copies.

Options:

• None: The contact does not receive invoices by email
• Short: Summary invoice
• Long: Detailed invoice
• Full: Full invoice with itemisation and graphs

If you leave this as None, the contact won’t receive any invoices regardless of other settings.

Invoice Usage Report

If the invoice-usage module is active, you can select a usage report profile. The contact receives a usage breakdown alongside their invoice email.

Copy Correspondence

A multi-select list of correspondence types. When the platform sends correspondence of a selected type, this contact receives a copy.

Copy Ticket Updates

A multi-select list of ticket types. When a ticket of a selected type is updated, this contact receives a copy of the update.

Field Reference

Contact Details

This section stores the basic contact information for the customer contact, including names, company details, address, contact numbers, email addresses, and website information. These details are used for communication and identify the specific contact person within the customer organisation.

Communication Details

Communication Details control how correspondence and billing information is shared with this specific contact. This includes what types of communications they should receive, billing preferences, and which tickets or correspondence types should be copied to them.

System Information

API Reference

Manage contacts through the API using the Customer Contacts endpoint. The API supports creating, updating, and deleting contacts, as well as the Add Shared Contact and Remove Shared Contact actions on the Customers endpoint.