Find a contact
Open Contacts from the Customers section of the side menu. Search by name, organisation or phone number.
Choose Mine to see contacts you own, or All to see every contact you have access to. Which contacts you can see depends on your role.
To search everything at once, press Ctrl and K (or select the search icon) and type a name, phone number or ticket number.
When a customer calls or writes in, GoDesk matches them by phone number, WhatsApp number or email and shows their details for you, so you rarely need to search during a call.
The contact page
Select a contact to open their page. The Details tab shows Contact information, More details (extra fields your workspace uses), Notes and their last call.
Conversations lists their chats, WhatsApp, SMS and email conversations. Tickets lists their tickets. If your workspace includes sales, Opportunities lists their deals.
Select a phone number to call the contact. In some workspaces this opens your computer’s own calling app instead of the GoDesk phone. If so, dial the number in the GoDesk phone instead.
Use the buttons at the top to Send Email or Message the contact, or Add to my list to put them in your Next up call list.
Customer history during your work
During a call or chat you do not need to open the contact page. The panel on the right shows the customer’s deals, open tickets, accounts and recent history.
For a full picture of a ticket, open the ticket. Its thread holds the replies, notes, calls and changes for that ticket.
Add or edit a contact
Select New contact on the Contacts page and fill in their details. If GoDesk finds someone similar, it shows This person may already exist. Select Open or Use this contact instead of creating a duplicate.
You can also save an unknown caller as a contact during a call with Save this caller.
To change details, open the contact and select Edit. Update the fields, including any extra fields your workspace uses, then select Save changes.
Keep phone numbers and email addresses correct. GoDesk uses them to recognise the customer next time they call or write.
Duplicate contacts
If the same person exists twice, open the contact you want to keep and select Merge. Choose the duplicate and select Merge contacts.
Their conversations, tickets and history are moved to the contact you kept, and the duplicate is deleted. This cannot be undone, so check carefully. If you are not sure, ask your supervisor first.
Organisations
Open Organizations from the Customers section to see the companies your customers belong to. Search by name, or filter by the type of relationship.
An organisation’s page has tabs for its Contacts, Opportunities, Open tickets, Recent calls and History, so you can see everything happening with that company in one place.
To link a person to an organisation, edit the contact and set their organisation.
If something does not work
If a customer is not recognised when they call, check that their number is saved on their contact. If it is saved in a different format, edit it and save again.
If you cannot find a contact a colleague can see, your access may be limited to your own or your team’s customers. Ask your supervisor.
If you merged the wrong contacts, tell your supervisor or administrator straight away.
If a problem continues, your supervisor or administrator can contact GoDesk support at help@godesk.co.ke.
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