Contacts

Contacts is a directory of persons that HelpDesk is aware of. There are three predefined contact roles:

Agent

SharePoint user that processes tickets.

Member

SharePoint user that creates tickets.

End-User

User without SharePoint account who creates tickets by email.

Navigate to Contacts using the navigation menu. 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 it is assigned a Member role, if the requester doesn’t have a SharePoint account, it is assignd an End-User rol. And you have to manually add all agents who work with HelpDesk.

Contact

Click on the contact’s name to open full details form. You will see a card of the contact with the information about organization, email address, phone number, role, and time zone. There are also two views with recent tickets related to current contact:

Requested tickets

Recent tickets that were requested by the contact.

Assigned tickets

Recent tickets that current contact is an assignee of.

Note

The views are visible only if there are tickets related to the current contact.

David Navarro contact Form

Additional information about the contact contains:

Organization

Look up to Organizations list item. You can create a new organization without leaving the currently opened form by clicking “Add new”.

Role

Defines the role of the current person on the HelpDesk site:

Agent

SharePoint user who processes tickets.

Member

SharePoint user who creates tickets.

End-User

User without a SharePoint account who creates tickets by email.

SharePoint user/Email

Either one is displayed, depending on the current person’s role. If the contact is an agent or a member – his or her name becomes a link to the SharePoint user page, otherwise, the Email is displayed.

Signature

Each agent can have a signature which will automatically appended when the agent clickes on Add reply

button on the ticket form.

To setup agent signature you shoul navigate to agent contact and edit “Signature” field.

Contact Signature