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When an end-user creates a ticket within a Helpdesk, they are added as a “contact” in the help desk system. The Contact on a ticket refers to the person for whom the ticket has been raised. This person receives updates on the ticket directly and is also the affected party, for whom the specific issue has been raised.
A contact list refers to a tabulated list of all the contacts that exist in the system. These contacts are auto-populated and saved when they create an entry in the helpdesk.