Contacts From TeamHeadquarters

The corporate Contacts folder is a central directory for your organization's contacts. These contacts can be attached to projects and tickets to identify the customer and automate the setting of email addresses for notifications.

New Contacts can be set up from within the Contacts folder, or from the Contact Picker for both projects and tickets by clicking on the New Contact link at the top of the page.

 

Using the Filters to Find A Contact

The list of contacts on this page is limited to a maximum (usually 1000) to avoid unnecessarily large downloads.  The Filters option is provided as a way of finding contact information quickly.

  1. Open up the filters by clicking on the Filters link.

  2. Note that the filters selected are all applied together.  The more filter fields used, the less results you can expect to have returned.

  3. The Refresh link is used to re-build the list after you have made changes to the filter. This can also be done by clicking back on the Filters link.

  4. Filters can be applied for Contact State.  The option for Active Contacts and Users includes Licensed Users, Contact, and Contact with Portal.

  5. THQ Contact Number Contains can be used to filter for any portion of a THQ Contact number.

  6. The Customer Number filter is provided for customer numbers as entered by your company.

  7. First Name, Last Name, Email, Address, Company/Department/Department Number are used for full or partial matches on content within these fields.  Note that the "*" delimiter is added to the appropriate fields by TeamHeadquarters on your behalf for partial word matching.

  8. The Created and Last Modified date filters can accept both specific date ranges and ranges of days or months relative to the current date.

 

 

Managing Licensing by Changing the Contact State

Starting with Version 6.1, the Contact State is used to control licensing:

  1. Licensed User represents a fully licensed user for TeamHeadquarters and the Customer Portal.

  2. Contact with Portal represents a licensed user of the Customer Portal only.  These users cannot log into the main TeamHeadquarters or Entry.com sites, but they can log into the Customer Portal and can interact via the Email Agent.

  3. Contact represents a Ticket or Project contact who can interact with your agents via the Email Agent.

  4. The Inactive state represents a contact who is retained for record keeping purposes but cannot log in or be listed on a Ticket or Project.

 

Customizing Your Columns on the Contact List

The columns shown on your list of contacts can be customized through a right-click menu:

  1. Right-click on the column headers.

  2. You will see the currently-displayed column names shown with check marks beside them.

  3. To add or remove a column from the display, click on the column name on the right-click menu.

  4. Click the Apply button.