Contacts & companies
Organize people under the right company so tickets and assets stay accurate
Last updated: April 21, 2026
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
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