Clients and Contacts

If your team supports several companies - say you are an agency, an MSP, or an outsourced support provider - Clients and Contacts let you organize everything by who you are helping. Tickets, contacts, and even knowledge can be scoped to a specific client.

If you support the end-users of a single product, you can skip this - your agent works fine without it.

You will find both in the sidebar's Customers group (the Clients page holds the companies you serve; Contacts holds people). Some people look for these as accounts, companies, leads or an address book.

Clients

A client is a company you provide support for. Open Clients in the sidebar, then click Add Client and fill in:

• Company name and Contact email
• Tier - Standard, Premium, or Enterprise, so you can tell your key accounts apart

If a client with that name or contact email already exists, DeskClone shows the existing client and changes nothing - the tier you picked is not applied to it.

The client list also shows each client's status and any pending approvals.

Once a client exists, tickets and contacts can be attached to it, and you can keep knowledge that is specific to that client (see file scoping in Knowledge Base).

Contacts

A contact is a person you talk to - usually someone who works at one of your clients. Open Contacts in the sidebar and click Add Contact, then enter their first and last name, email, and job title. If a contact with that email already exists, the existing contact is kept as it is.

Each contact is linked to a client and builds up a history of the tickets they have raised - so when someone gets in touch, your team can see which client they are from, their role, and what they have asked before.

Working by Client

Clients and contacts make a few things easier across DeskClone:

• Scoped knowledge - keep client-specific procedures in a per-client knowledge source so they never leak into another client's answers.
• Scoped answers from Jarvis - in Jarvis, type /scope ClientName to focus its search on one client's content.
• Tiers and history - see a client's tier and a contact's past tickets right where you are working, so you can prioritize and respond with context.

From the Chat

Jarvis can look up and change your clients, contacts and projects from its chat. It follows your role and the clients you can see, and it says so in plain words when your role can't do something.

Finding. Ask it for your clients, contacts or projects. It answers with a count, at most 20, and a link to Clients or Contacts. Projects have no page of their own in the dashboard, so for them it gives no link.

Changes you can undo. Each is in Jarvis's list of changes with its own Undo:

• Add a client with a name and a contact email (Standard tier unless you say otherwise). If a client with that name or email already exists, it says so and changes nothing, tier included. Undo deletes the client only while no ticket, contact or project uses it.
• Choose which ticket statuses can be deleted for a client, or allow any. Undo puts back both values.
• Add a contact with a first and last name, email and job title. If the email is already a contact, it says so and changes nothing. Undo deletes only a contact it added, and only while nothing has been added to it since.
• Create a project for a client or for your own team, and rename it or change its description or status. Undo deletes a project it created while no ticket is linked, and puts back each field that has not changed since.

Deleting contacts and projects: always a card, and no Undo

Deleting waits for your tap, and it can't be undone.

• Delete 2 contacts? lists each contact by name and email, and what is deleted with them (their notes, recorded interactions, job-title records and relationships). Tickets they sent stay, each with the address it was sent from. Press Delete for good, or Don't delete.
• Delete this project? names the project and its client. It is refused, when the card is made and again when you press the button, while any ticket is linked to it: unlink the tickets first. Press Delete for good, or Don't delete.

Jarvis's list of changes shows both as done and marks them No Undo.

What's Next

To invite team members and control who can see and do what, head to Team and Permissions.