Required contact details

Every contact needs at least one reachable channel:

• Email address — optional, but required when the company doesn't have a phone
• Phone number — optional, but required when the contact has no email

Exactly one of the two is mandatory. The form will surface an inline message if both are empty. Service accounts (non-human senders like alerts@ or billing@) are exempt from this requirement since they aren't people you need to reach.

Company-level email is optional now that contact-level email is the system of record for outbound communication.

Duplicate checks

Core checks for duplicate contacts before saving:

• An exact email match searches the whole workspace, including contacts at another company and inactive or archived contacts. Because a primary email identifies one contact, choose Use existing or Go back; Core will not create a separate contact with that email.
• A fuzzy name match searches within the selected company. Choose Use existing, Create separate when they are genuinely different people, or Go back to review the details.

Phone-only contact creation is serialized on the server, so overlapping submissions cannot create two contacts with the same phone number. If another request wins, Core asks you to review the existing record.

Service accounts

Use Service Account for non-human senders such as monitoring, billing, or no-reply addresses.

• A company is optional, but assigning the company that owns or uses the account keeps ticket ownership and search results clear.
• Service accounts cannot have portal access. Turning on Service Account disables portal access for that record.
• Service accounts are excluded from automatic per-contact billing evaluation and do not create a billable person.
• An email address or phone number is optional for a service account.

When to create contacts

Create a contact when:

• They will be a requester or point of contact for tickets
• They will be assigned assets
• You need a durable “who to reach out to” record for the company

Recommended contact setup

For most companies, start with:

• A primary operational contact (day-to-day)
• A decision-maker (approvals)
• A billing contact (invoices/contracts)

Keeping data clean

• Put contacts under the correct company before creating lots of tickets
• Keep emails and phone numbers current
• Use consistent naming so searches work as expected

Required contact details

Every contact needs at least one reachable channel:

• Email address — optional, but required when the company doesn't have a phone
• Phone number — optional, but required when the contact has no email

Exactly one of the two is mandatory. The form will surface an inline message if both are empty. Service accounts (non-human senders like alerts@ or billing@) are exempt from this requirement since they aren't people you need to reach.

Company-level email is optional now that contact-level email is the system of record for outbound communication.

Duplicate checks

Core checks for duplicate contacts before saving:

• An exact email match searches the whole workspace, including contacts at another company and inactive or archived contacts. Because a primary email identifies one contact, choose Use existing or Go back; Core will not create a separate contact with that email.
• A fuzzy name match searches within the selected company. Choose Use existing, Create separate when they are genuinely different people, or Go back to review the details.

Phone-only contact creation is serialized on the server, so overlapping submissions cannot create two contacts with the same phone number. If another request wins, Core asks you to review the existing record.

Service accounts

Use Service Account for non-human senders such as monitoring, billing, or no-reply addresses.

• A company is optional, but assigning the company that owns or uses the account keeps ticket ownership and search results clear.
• Service accounts cannot have portal access. Turning on Service Account disables portal access for that record.
• Service accounts are excluded from automatic per-contact billing evaluation and do not create a billable person.
• An email address or phone number is optional for a service account.

When to create contacts

Create a contact when:

• They will be a requester or point of contact for tickets
• They will be assigned assets
• You need a durable “who to reach out to” record for the company

Recommended contact setup

For most companies, start with:

• A primary operational contact (day-to-day)
• A decision-maker (approvals)
• A billing contact (invoices/contracts)

Keeping data clean

• Put contacts under the correct company before creating lots of tickets
• Keep emails and phone numbers current
• Use consistent naming so searches work as expected