Contact cards and VIPs
Enterprise feature (1.19.0,
helpdesk). See the Helpdesk overview.
A contact card shows who someone is, from the People directory, wherever the helpdesk names them:
- Agents see the requester’s card beside the ticket, and a card for anyone else on it (a contact, an approver, and from 1.19.1 each CC, labelled CC), with a hover card on every name in the queue and the conversation. A customer portal customer has no card from the directory.
- Requesters see a card for the agent working on their request (“Working on it”), on the request in Get help.
An admin sets the cards up once, under Desk settings → Contact cards (Helpdesk settings). Every line has a copy button, and an agent’s card for a requester also counts their earlier tickets.
What a card can show
Section titled “What a card can show”| Part | From |
|---|---|
| Photo, pronouns, job title, department | The directory |
| Office and local time | The office, and its time zone (see below) |
| Manager | The directory’s “Reports to” |
| Desk phone, cell phone, email | The directory, as tel: and mailto: links |
| Teams, Webex, Slack | Links that open a chat (see below) |
| Extra fields | Up to six more directory fields |
| Desk team and role, desk availability | The helpdesk (agents’ cards) |
| Teams presence | When directory sync shows presence |
| Directory profile link, Save contact (.vcf) | The directory |
| Earlier tickets | The helpdesk (the requester’s card, for agents) |
Mapping the directory
Section titled “Mapping the directory”Fields maps each line of the card to one directory field: desk phone
(phone by default), cell phone (mobile), email, office, department,
job title, manager, pronouns and a time zone field. Leave one empty to
leave it off.
Local time uses the person’s time zone field when there is one, else their office’s: map each office (as the directory names it) to a time zone under Office time zones.
Chat links:
- Teams: for people synced from Microsoft (by email or UPN, the default), for everyone with an email, from a field that holds the UPN, or off.
- Webex: from a field holding a Webex address or a
*.webex.comroom link, from the email, or off (the default). - Slack: from a field holding the member ID (
U…), with your Slack workspace’s address and, optionally, its team ID for the links, or off (the default).
Who sees what
Section titled “Who sees what”Two lists choose the parts each side sees:
- Agents see everything mapped, out of the box.
- Requesters see the agent’s photo, pronouns, title, office and local time, email, chat links, desk team, availability, presence and profile link, but not phone numbers, unless you add them.
The directory’s visibility rules win. A card never shows a field the directory hides from the viewer: a field set to admins only never shows to anyone else, on either side’s card.
VIP requesters
Section titled “VIP requesters”A VIP chip marks requesters whose tickets deserve extra care, in the queue, on the ticket and on their card, with the reason for agents (“Leadership”, “Board member”). Requesters never see it.
Under VIP on the Contact cards page, choose a rule:
- Off (the default).
- A directory field: everyone whose field has a value (or a given value), such as Grade is Executive.
- A directory marker: everyone with an export marker from Directory → Export → Markers.
and, on top of the rule, the helpdesk’s own VIP list of people, groups or departments, each with a note for agents (“Travels a lot”), up to 500 entries.
VIP status is usable elsewhere:
- Assignment rules can test Requester is a VIP (“VIP requests go to a team lead”).
- Reports can split and filter by VIP requester. Reports use today’s VIP list: someone made a VIP this week counts as one for their past tickets too.