Adding and editing contacts
SECURITY Security Level with access to CRM and object permissions to add and edit organizations (permission carries over to contacts)
NAVIGATION Create > CRM > Contact
NAVIGATION > CRM > Search > Contact (Last Name) or Contact (First Name) or Contact (Email) > click a contact > Tickets
BEFORE YOU BEGIN You cannot add a stand-alone contact to Autotask. All contacts must be associated with an existing organization or created at the same time as the organization.
About the New Contact and Edit Contact pages
Autotask organizations can have multiple associated contacts that can be added or edited at any time.
NOTE If you enter an organization manually, you can add the first contact at the same time by completing the Create a Contact section of the Add Organization page. Refer to Contact field descriptions.
How to...
- To open the page, use the path(s) in the Security and navigation section above.
- Enter or update the following information. Because contacts do not have categories, all fields on a contact will appear regardless of whether they are in use.
NOTE If you add or edit contacts from the Contacts tab of the Organization page, the address fields and organization name in the New Contact page will be pre-populated with the organization information. You can override this information if the contact is located in a different office. Refer to Adding an organization.
Field | Definition |
---|---|
Detail Panel | |
Organization |
If you opened the New Contact page from the Organization page, the Organization Name, Address, and Phone sections are populated from the organization record. If you did not open the page this way, click the organization selector icon and choose an organization to which you'd like to add the contact. IMPORTANT Once created, you cannot move a contact to a different organization. |
Status |
The Active status is selected by default. If you change it to Inactive, you'll deactivate the new contact. You cannot select inactive contacts from the following pages:
If a contact is named as a recipient of invoices on the Invoice Settings page, a warning dialog will open, letting you know that the contact will no longer receive invoice emails. If a contact is inactivated, the associated co-managing user account is also inactivated. If you are inactivating a contact because they are moving to a different sub-organization, re-map the co-managing user to a different contact. |
Client Portal Status |
A view-only field that indicates whether the new contact has access to your Client Portal. It defaults to Inactive. NOTE To activate the Client Portal, you must first save the contact. |
Personal Information | |
First Name, Middle Name, Last Name |
First Name, Middle Name, and Last Name are referenced in many other entities, usually in combination with a role the person is playing in this context or an action they are taking. Enter the individual's first (given) name, last name (surname), and, optionally, middle name. |
Prefix/Suffix |
This field indicates the gender preference (Mr., Ms., etc.), generation (Jr., Sr.), and professional achievement (PhD) of an individual associated with your local organization (where they are called resources) or an organization in your Autotask instance (where they are called contacts). The list of Name prefixes and suffixes is configurable. Select a name prefix or suffix from the drop-down list. |
Title |
This field refers to the job title of an individual associated with your company (where they are called resources) or an organization in your Autotask instance (where they are called contacts). Title is referenced in many other entities, usually in combination with a role the person is playing in this context or an action they are taking. |
External ID |
Optionally, enter a contact ID from a different CRM system. |
Primary Contact |
The primary contact is the lead contact for an organization, and will become the primary Outsource contact if this organization becomes an outsource partner. There can be only one primary contact at a time. When you create the first contact for an existing organization, the Primary Contact check box will be selected by default, but can be cleared. On the Organization page, this field is read-ony.To set a contact as the primary contact, select the Primary Contact check box on the Edit Contact page. |
Contact Details | |
Email Address |
This field is associated with contacts and resources. For resources, it is required. For contacts, it is required, unless Opted out from task/ticket notifications is checked. Clicking on the email address will launch your default email client. Enter a valid email address. The email maximum character length is 254. If a contact is named as a recipient of invoices on the Invoice Settings page and you are deleting the email address, a warning dialog will open, letting you know that the contact will no longer receive invoice emails. |
Email Address 2 & Email Address 3 (For Incoming Email Processing) |
Enter one or two additional email addresses for this contact. These addresses will not be available to Autotask Notes. They will be used by incoming email processing. Email address maximum character limits apply, as noted in Email Address above. In incoming email processing, when attempting to identify which contact an email is associated with, mail processing checks all contacts' primary addresses. If no match is found, mail processing will then check Email Address 2 for all contacts and then Email Address 3. In the event of duplicates in Email Address 2 or Email Address 3, the first matching contact will be used. These addresses will also be included when searching by email address in a Contact table search or Autotask Quick Search. You can display these fields as columns in the contract search result table. |
Phone Numbers |
Autotask lets you track multiple phone numbers for each of the following entities:
The Phone field is required for organizations and primary locations only. If you are adding a contact during organization creation, the organization phone number is entered as the default. Phone numbers are referenced in many other entities, usually in combination with a role the person is playing in this context or an action they are taking. For example, [Opportunity: Owner Mobile Phone] references the mobile phone of the resource who is the opportunity owner for this sales opportunity. |
Address | |
Location |
A location is an individual business unit that is associated with an organization in Autotask. The business unit can be a separate physical location, like an affiliate or franchise. It can also be a division or agency operating in the same physical location as the organization, like a hospital emergency department, where the hospital is the Autotask organization. The organization handles all billing for the business unit. Refer to Adding and editing organization locations. For this field, you can select a different local term. In your Autotask instance, it may be named Branch or Site. Refer to Selecting a currency and local terms and symbols. Select the location with which the entity will be associated. The organization location can be populated automatically, according to certain rules:
You can manually override the automatic selection. If location is required but is not selected, the primary organization location will be used. |
Address fields |
Address fields are an integral part of organization, contact, and resource records, and are inherited or propagated to entities that are part of the billing workflow. Fields include Address 1, Address 2, City, State, and Zip Code. They can be designated Billing Address, Sold to, Bill to, and Ship to. The address format on customer-facing documents such as quotes and invoices can be customized. Complete or change the fields required for a physical or postal address. For some address fields you can select different local terms. For example, in your Autotask instance, State may be labeled Province. Refer to Selecting a currency and local terms and symbols. |
Additional Address Information |
This field appears in some entities that store addresses. Country names that cannot be mapped to an Autotask country will appear in this field. Enter any additional, non-standard address information that you need to display on customer-facing documents. |
Social Media | |
Facebook, Twitter, LinkedIn | Enter the contact's social media URLs. |
Notification Exclusions | |
Opted out from task/ticket notifications | If you check this box, the contact will not be available as a notification recipient on task and ticket time entry forms, notes, and workflow rules. NOTE The contact will continue receiving success and failure notifications from incoming email processing. You cannot exclude a contact from receiving those notifications. This also allows the Email Address field not to be required. |
Opted out from sales solicitations | Select this check box to indicate that the contact does not wish to receive sales solicitations. This does not outright prevent any specific notifications. When selected, it causes a warning banner to display at the top of the Contact, Opportunity (where Contact is the opportunity's contact), and New To-Do and Edit To-Do (where Contact is the to-do's contact) pages, and a warning icon to display next to the contact's name where it appears on any Opportunity insights. |
Opted out from surveys | Select when the contact has opted out from surveys. If this check box is selected, no surveys, automated or otherwise, will be sent to the contact. |
Opted out from Contact Group emails | Select when the contact has unsubscribed from Contact Group emails. |
Redacted contact |
If the contact was previously erased (redacted), you'll see an informational banner at the top of the Contact page. Although you can edit redacted contacts, doing so will not unredact them. To learn more, refer to Erasing (redacting) contacts and resources. |
User-Defined Fields | |
User-defined fields (UDFs) are custom fields set up by your Autotask Administrator that capture information that is unique to your business. They can be one of the following field types:
You are able to see and update this information based on your security permissions. If you do not have permission to view or update the data, it will be masked with asterisks. If you can view but not edit the data, editing will be disabled. Refer to Viewing protected data. Also review Managing user-defined fields. You must complete any required UDFs before you can save the entity. |
You can upload a photo for the contact.
NOTE Image files must be in .jpg, .gif, or .png format. Total file size cannot exceed 4 MB. Where needed, Autotask will automatically re-size the image to a maximum width of 200 pixels. This process will reduce the original image file size somewhat. We recommend that all images be cropped to a square shape to prevent image distortion on upload.
If you are creating a new contact:
- In the body of the New Contact page, click Add a Contact Photo (Optional).
- Click Choose File.
- To upload an image, browse to the image file you want and click Upload.
- Click Save to finish or Choose File to use a different image.
If you are editing an existing contact:
- Expand the Contact Photo section of the page.
- Click Choose File.
- To upload an image, browse to the image file you want and click Upload. The image is displayed in the page.
- Click Save to finish or Reset to try another image.
The following tabs only appear when editing an existing contact. They are not available when you are adding a new contact.
Tab name | Documentation link |
---|---|
Activity | The Activity tab |
Co-managing User | The Co-managing User tab |
Notes | The Notes tab |
To-Dos |
The To-Dos tab |
Tickets | The Tickets tab |
Opportunities | The Opportunities tab |
Devices | The Devices tab |
Contact Groups | The Contact Groups tab |
Contact Alerts | The Organization and Contact Alerts tabs |
Client Portal | The Client Portal tab |
Co-managing User | The Co-managing User tab |
(More menu) | Click this option to see additional tabs and to customize the tab order. |
If your local organization has licensed the MS Outlook Extension, you are able to transfer contacts from your Outlook contact list at any time, as long as Autotask organizations exist for the contacts. Refer to The MS Outlook Extension.
You can also add contacts using the Data Import utility and AutoForms to add new contacts and organizations. Refer to Other ways to add organizations to your Autotask instance for more information.