In order to provide increased control for managing contacts in your helpdesk, we have introduced more managerial level permissions:

• Create Contact: Allows agents to create contacts.
• Edit Contact: Allows agents to edit existing contacts who created tickets in the categories the agents have access to.
• Delete Contact: Allows agents to delete contacts who created tickets in the categories the agents have access to.
• View unassociated contact: Allows agents to view contacts who have not raised any tickets in the category to which the agent has access to.
• Edit unassociated contact: Allows agents to edit contacts who have not raised any tickets in the category to which the agent has access to.
• Delete unassociated contact: Allows agents to delete contacts who have not raised any tickets in the category to which the agent has access to.

For all agent roles that had “Manage Contacts” permission, all 6 permissions will be enabled. Helpdesk admins can revisit the Roles & Permissions page to modify as per their needs.