In the CRM module we make use of a Contacts list to link tickets to the applicable person requesting the task. This allows for re-use of contracts and provides valuable information used during reporting.
Contacts will automatically be created when a ticket is created via email or through integration with the applicable line of business system. However agents can manually capture a contact as well.
How to create a Contact
Click on the CRM Contacts icon and select menu item Contacts
Click on the + New Contact Contact button
Enter the contact's personal information as requested on the screen and click on Save
Click on Contact Companies to return to the Companies list
All tickets linked to the contact, will be listed in the Tickets section on the contact view
You can also create a new contact by clicking on the + icon next to any Contact fields
e.g. on the add new ticket screen