Contacts

Add the people you work with at each customer and use them on deals and tickets.

Contacts are the people you deal with at a customer: the decision-maker, the person who does the day-to-day work, the one who signs. Every contact belongs to one customer, and each contact can be a deal’s primary contact or the person who raises a support ticket.

Where contacts live#

There is no separate contacts list. You find a customer’s contacts under the Contacts heading on that customer’s page: Customersa customerContacts. Each card shows the person’s name, job title and email, and a Primary badge if they are the main contact for the account.

Who can use it#

Permissions

contact.viewcontact.create

You need contact.view to see a customer’s contacts and contact.create to add one. Reaching the customer page in the first place also needs account.view.

Add a contact#

Open the customer
Go to Customers and select the customer the person works for.
Choose New contact
Next to the Contacts heading, select New contact.
Fill in the details
Enter First name and Last name (both required). Add a Job title, Email and Phone if you have them.
Select Create contact
The contact appears on the customer’s page straight away.

Contact fields#

Field	Required	Rules
First name	Yes	Up to 100 characters
Last name	Yes	Up to 100 characters
Job title	No	Up to 150 characters
Email	No	Must be a valid email address
Phone	No	Up to 50 characters

Where contacts are used#

Primary contact on a deal. On an opportunity, the Primary contact picker lists the contacts of that deal’s customer only.
Ticket requester. When you create a support ticket for a customer contact, you pick the customer first and then one of its contacts.
Activity timeline. Calls and meetings logged against a contact appear on the customer’s timeline, as long as your role can see contacts. See Activities.

Editing and removing contacts

The web app doesn’t have edit or archive controls for contacts yet, and it doesn’t mark a contact as primary. Double-check names and emails before you create a contact. Contacts imported through an integration can arrive already marked as primary.

FAQ#

Can one person be a contact at two customers?

Not as one record. A contact belongs to exactly one customer, so create a separate contact under each customer.

Why is the Contact list empty in the New ticket dialog?

Pick a customer first. The contact picker only lists contacts belonging to the customer you selected, and stays disabled until you choose one.

Why can I see a customer but not its contacts?

Customers and contacts have separate permissions. Ask an administrator to add contact.view to your role.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.