Contacts is a directory of persons that HelpDesk is aware of. There are three predefined contact roles:
Navigate to Contacts using the icon on the navbar:
Use the “Contacts” list to manage information about everyone who operates HelpDesk. End-Users and Members are created automatically when a new ticket is received by email. If the requester has a SharePoint account he becomes a member, if the requester doesn’t have a SharePoint account, he becomes an End-User. And you have to manually add all agents who work with HelpDesk.
To find out more about one of the contacts in this list click his full name. You will see a card of the contact with information about his organization, email address, phone number, role, and time zone. There are also two views with recent tickets related to current contact:
The views are visible only if there are tickets related to the current contact.
Additional information about of the contact card fields:
Defines occupation of the current person:
Each agent can have own signature which will automatically appended to reply when agent clicked to "Add reply" button on the ticket editing form.
To setup agent signature you shoul navigate to agent contact and edit "Signature" field.
You can check how signature works on the ticket editing form. Just click "Add reply" button.