Adding and editing contacts

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.

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:

• New Quote and Edit Quote
• New To-Do and Edit To-Do
• New Note and Edit Note
• New Contract and Edit Contract
• Project > Team View > New > Team Member
• New Recurring Ticket

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 Previously: Subsidiary. Your Autotask instance may be configured to use one of the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site., re-map the co-managing user to a different contact.

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.

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.

This field indicates the gender preference (Mr., Ms., etc.), generation (Jr., Sr.), and professional achievement (PhD) of an individual associated with your local organization The database record of your own organization in Autotask. It has the organization ID "0", and is used as the sender address on quotes, invoices, etc. Previous versions of the help referred to this database record as: 0 Account, Zero Company, Your Own Company. (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.

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.

Optionally, enter a contact ID from a different CRM system.

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.

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 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.

Autotask lets you track multiple phone numbers for each of the following entities:

• Contacts (Phone, Extension, Alternate Phone, Mobile Phone, Fax)
• Organizations (Phone, Alternate Phone 1, Alternate Phone 2, Fax)
• Organization locations (Phone, Alternate Phone Number 1, Alternate Phone Number 2, Fax)
• Resources (Office Phone, Ext, Home Phone, Mobile Phone)

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.

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:

• If the selected organization has a primary location, that location autopopulates this field. If there is no primary location, only locations associated with that organization can be selected.
• If a form template is applied and populates the location but not the organization, the Organization field autopopulates with the location's organization.
• If a contact is selected and is associated with an active organization location, the contact's location populates the ticket location field only if no location is currently selected, or if the current location is the organization's primary location. If a ticket is created from the Contact page, the contact's location will be used.
• If a device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. is associated with the ticket, the device's active location will autopopulate the location field unless the location has been manually selected.

You can manually override the automatic selection. If location is required but is not selected, the primary organization location will be used.

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.

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.

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.

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.