Contacts & companies

Required contact details

Every contact needs at least one reachable channel:

• Email address — required if the contact has no phone number
• Phone number — optional, but required when the contact has no email

At least one is required; you can provide both. 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.

A company is required for a person; service accounts can exist without one. Company-level email is optional.

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

A contact's ticket list includes tickets they requested and tickets where they are the service contact. For example, an onboarding ticket appears for both the manager who requested it and the new hire receiving the service.

Ticket subject details in the AI assistant and connected agents show the service contact. When no service contact is set, they show the requester. The requester remains available separately.

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

Add a contact

1. Open the company or People and choose the new-contact control.
2. Enter the person's name and company.
3. Add at least an email address or phone number.
4. Review any duplicate match before saving.

Keep the company, contact details, and active status current. For company-wide portal access, use the contact's portal-access card; see Customer Portal.