Contacts & companies

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.

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