You will have numerous people interacting with your helpdesk over a period of time. So to keep track of them, you can create a contact in your customer list. You can even create a profile for a company who is your customer and add in all their contacts under them.


Quick guide to creating a contact

  • Login to your support portal.
  • Click on the Customers tab.
  • Click on the New Contact button.
  • Fill in all the details of the contact like Name, Email, title, tags, company he works for, etc.
  • By clicking the checkbox which says can see all the tickets from this company, you give this particular contact visibility to view all the tickets raised by their company.
  • Type in the contact's address, contact, social IDs, time zone, language and other background information.
  • Once you are done, Click Save Changes. A profile for a contact has been successfully added. Similarly, you can add as many contacts as needed.


Quick guide to creating a company

  • Login to your support portal.
  • Go to the Customers tab.
  • Click on New Company option.
  • Give the company name, description on what the company is about, notes associated with the company if any, and domain names for the company.
  • You can add multiple domains for the same company by separating them using commas.
  • Based on the domain names you specify, Freshdesk will automatically associate contacts with this company if their email id contains any one of the specified domains.
  • Once you are done click Save.


After you are done creating contacts and companies, you can view the list by going to the Customers tab and selecting contacts or companies. You can also change any details given, by choosing the Edit option displayed next to every contact/company.


Creating custom contact fields

You can create your own custom fields in your customer contact form and add customer information as and when you get them. You can choose whether these custom fields are visible and editable to agents and customers.

You can also add custom fields to Companies and allow agents add more information on the various companies you do business with. This way, your agents have better context while dealing with customers and they can prioritize tickets based on these information.


Quick Guide to Creating Custom Customer Fields:

  • Login to your Freshdesk account as an administrator.
  • Go to Admin > General Settings > Customer Fields.
  • Adding custom fields to the contact form
  • All the default contact fields will be visible under the Contacts tab.
  • To add a new field, drag and drop any field type you want to the form area from the menu above.


Different field types and what they mean:

Field Type

Description

Single Line Text

To accept one line of text like First Name, Last Name, etc.

Multi-Line Text

To accept multiple lines of text like Address, Background Information, etc.

Check Box

To gets the user's input or permission. For example, you can create a check box to let the users signing up accept the terms and conditions.

Numbers

To accept numeric values like Phone Number, Zip Code, etc.

Dropdown

To let the user or agent choose from multiple options like Country, State, City, etc.

Phone Number

To accept phone number of the customer/company

URL

To accept URL of the company website or customer Linkedin profile

Date

To accept date values like date of birth


Different field behaviors and what they mean:

Once you drag and drop the field, you can click on it to edit its properties.


Field behavior for agents and customers

Functionality

Required when submitting the form (For Agents)

Makes the field mandatory for agents

Display to Customer

Customer can see this field in their profile

Customer can Edit

Customer can edit this field when they click on Edit profile

Customer can see this when they sign up

Customer can see this field when they sign up

Required when submitting the form (For Customer)

Makes the field mandatory for customers when they sign up as well as edit profile

  • You can enter the name of your new field under the Label textbox. Your field name can be different for your agents and customers. 
  • Click Done when you are finished. The field will now be added to your form. You can drag and drop your field to position it anywhere in the form. 

You can see a lock icon next to the fields that are visible only to the agents. You will also be able to see two icons on the left of every field when you hover over them:


Icon

Description

Trash can

Lets you delete the field when active. Default fields cannot be deleted.

Edit icon

Lets you edit the properties of the field

  • You can add as many fields as you want and finally when you are done, hit Save at the top of the page to save your changes. 


Now, all the fields that have "Customer can see this when they sign up" checked will be added to the customer sign up form. The fields with "Display to customer" and "Customer can edit" checked will be shown to the customer when they click on the edit profile link in the helpdesk. Agents can see all the fields when they click on the name of the customer in the customers page and in the tickets page.


Quick Guide to Creating Custom Company Fields:

You can also create custom fields for Companies under the Companies tab, just the way it’s done for Contacts. Please note that the Company fields will be visible only to your agents.

  • Login to your support portal as an administrator. 
  • Click on Admin > General Settings > Customer Fields. 
  • In the page that appears, click on the Companies tab. 
  • You can drag and drop different field types in the form area, give them a label and choose to 
  • make it a mandatory field for agents. 
  • You can add as many fields as you like and hit Save when you are done, to save the changes. Your new fields will now be visible when an agent creates or edits a company in the Customers tab.