This can be done by navigating to Customers-> Contacts and choose the contact and clicking on the send activation email option. This will send a secure link to the customer's email, which they can use to set up a password. Your customers can then log in to the portal using these credentials.
Navigate to Customers-> Contacts -> Click on the hamburger menu and choose Unverified contacts from the list. Use the the check box available to to either ‘Select all’ or select just the necessary contacts and hit the Send activation email' button. The selected contacts will now receive an activation email enabling them to verify their accounts.
Note: You can trigger bulk activation emails for upto 30 contacts (per page) at a time.
Under the Customers tab, when you hover over an unverified contact, you will find an option to 'Send activation email'. Clicking on it will trigger an activation email to the respective contact.
Note:
It is not possible to re-send the activation link for a verified contact this way. However, you would be able to change the password share it with them or the contact could directly trigger a password reset.
When a new contact is linked to a company, the tickets that are raised by that contact will automatically get linked to the Company as well. Once a ticket is linked to a company, even if the contact is associated to a different company on a later date, the ticket will remain with that old company.
You can edit a contact and add the new email address as a secondary email address. You can then change the new email address to be the primary email address. Once this change is made, you can choose to delete the secondary (old)email address or retain it for record keeping purpose.
To change the email address of a contact in Freshdesk, follow these steps:
- Log in to your Freshdesk account as an administrator.
- Navigate to the "Contacts" section from the left sidebar.
- Search for the contact whose email address you want to change using the search bar or scroll through the list of contacts.
- Click on the contact's name to open their profile.
- In the contact profile, click on the "Edit" button (pencil icon) located near the top-right corner.
- Once in the edit mode, update the contact's email address to the new one you want to use.
- Make any other necessary changes to the contact's information, such as name, phone number, or organization details.
- After making the changes, click on the "Save" button to save the updated contact information.
Scenarios where a contact's email address might need to be changed include:
- Contact Requests Change: The contact themselves might request a change in their email address due to a personal preference, change of job, or other reasons.
- Mistaken Email Entry: An incorrect email address could have been initially entered for the contact, and it needs to be rectified.
- Email Address Update: The contact might update their email address, and you need to reflect this change in Freshdesk.
- Domain Change: The contact's organization might undergo a domain change, requiring an update to their email address.
- Duplicate Contact: Two contacts might be accidentally added with different email addresses, and you need to merge them under the correct email.
- Data Migration: During data migration from another system, the email addresses might need adjustments to match the correct records.
Remember to update the email address accurately to ensure seamless communication with the contact in Freshdesk.
You can make use of the Time Sheet summary report to get this data. Choose the date and the customer in the filters and export the report from Reports > Time sheet summary.
If you have a list of contacts that you'd like to add to your Freshdesk account, you can easily do so by following these simple steps:
- Prepare the Contact Data: Before you begin the import process, make sure to organize your contact data in a supported file format such as CSV (Comma-Separated Values) or Excel. Ensure that the file contains all the necessary contact details like name, email address, phone number, and any other relevant information.
- Access the Admin Settings: Log in to your Freshdesk account as an administrator.
- Navigate to Contacts: In the left sidebar, click on "Contacts" under the "Admin" section.
- Click on "Import Contacts": Once you are in the Contacts section, look for the "Import Contacts" button. Click on it to initiate the import process.
- Upload the Contact File: In the import window, click "Upload a file" (or) "drag and drop your CSV file here" button to select the CSV or Excel file containing the contact data on your computer.
- Map the Fields: Freshdesk will prompt you to map the fields from the import file to the corresponding contact fields in Freshdesk. This step ensures that the data is imported accurately. Match the columns in your file with the appropriate fields in Freshdesk (e.g., name column with name field, email column with email field).
- Review and Validate: After mapping the fields, review the data to ensure everything is correctly aligned. Check for any missing on mapping.
- Import the Contacts: Once you are satisfied with the data mapping and review, proceed to import the contacts. Click on the "Import" button to begin the process.
- Monitor the Progress: The import process may take some time depending on the number of contacts being imported.
- Import Confirmation: Once the import is complete, you will receive a confirmation message indicating the total number of contacts successfully imported.
Note: If an existing contact is found in the CSV file, their information will be updated in Freshdesk.
For any errors while importing, please share the screenshot with us to troubleshoot further.
There will not be any duplicates contacts created. When you import, the existing contacts will be updated if there are different details for the email address. If not, that particular contact will be skipped.
As a recent user of Freshdesk, you would want to bring in all your contacts into the portal and while doing that - you get an error on the customers' tab saying "an import is already running." This is because while uploading the CSV (or excel) file, there would have been a technical glitch which would block the import. Kindly contact support (support@freshdesk.com) and ask them to kill this so that you could import the file again.
Another recommendation would be to check the solution article in the "file import" page which would give you specifications about the various parameters in the file.
You can export your contacts to a CSV file from under the Customer's tab. When a contact export is triggered, an email is sent to the event performing agent with the link to download the CSV file.
Once you have triggered the export of contacts from Freshdesk you can track the export as shown below.
Once you receive the email, simply click on the link to download the CSV file containing your exported contacts.
