Companies

What are help desk companies?

The LiveAgent companies feature lets you gather and store information about companies and organizations in your help desk software. Whether you record basic contact information or delve deep with custom fields is entirely up to you.

For example, you can create custom contact fields containing the company’s customer ID, company anniversary, or other information. The possibilities are endless, so consider what company information is important to you, and don’t be afraid to get creative.

In addition to gathering information, company profiles are great for organizing your contacts. For example, if you work with multiple people from a single company, you can add their contact card to their company profile, so it’s easier for you to spot their tickets.

What kind of information can you store in the companies feature?

• Company name
• Company logo
• Email addresses
• Phone numbers
• Contact groups
• Timezone
• Language
• Note
• Custom contact fields

Where can I find the help desk companies feature?

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.

How do I create a company profile?

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on the orange Create button.
5. Fill out all the necessary fields and click on Create.

Optional: Click on Note to add a private note about the company. This note can contain a brief description of the company, what they do, who the C-level executives are, and so on.

How do I create a custom company contact field?

Depending on your situation, follow instructions A or B.

A.) Creating a company profile and adding a custom field

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on the orange Create button.
5. Fill out all the necessary fields.
6. Click on Add field.

7. Click on Create field.
8. Set a code name for your custom contact field. For example, it can be something like “customer_id” or “work- anniversary.” Please note that only lowercase letters, numbers, hyphens, or underscores are allowed in the code. You may not use spaces.
9. Name your custom contact field. This time you can name it “Customer ID” or “Work Anniversary” without any formatting restrictions.
10. Click on Type and select the input option that suits you best. For example, you can choose from a textbox input, list box, checkbox, checkbox group, or postal address.

Optional: Click on the description and write a description for the custom contact field. The explanation can provide additional information regarding the contact field for you and your staff.

11. Select the Visibility option and choose whether you want the custom field to show when creating a company profile.
12. Click on Create.
13. Fill out the custom contact field.
14. Click on Save.

B.) Adding a custom field to an existing company profile

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on the company that you want to add a custom contact field to.
5. Follow the steps 6-14 in instructions A.

How do I add contacts to a company?

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies. Depending on your situation, follow instructions A or B.

A.) Creating a company and adding contacts to it

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on the orange Create button.
5. Fill out all the necessary fields and click on Create.

Optional: Click on Note to add a private note about the company. The note can include a few details about the company, what it does, who its top executives are, and so forth.

6. Click on Contacts.
7. Click on the orange Add button.
8. Click on the left-hand side checkbox next to each contact name to select a contact. You can select as many contacts as you like.
9. Click on the white Add To Company button that’s next to the search bar.

B.) Adding contacts to an existing company 

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on the company that you want to add contacts to.
5. Click on Contacts.
6. Click on the left-hand side check box next to each contact name to select a contact. You can select as many contacts as you like.
7. Click on the white Add To Company button that’s next to the search bar.

Do I have to add contacts to companies?

Adding contacts to companies is optional. However, the feature is incredibly beneficial. It can help you keep track of all messages from a single business which is especially useful if you communicate with multiple people within the same company.

Can a contact be affiliated with more than one company at a time?

Unfortunately, there is no way to add more than one company to a contact. However, if you want to change the company associated with the contact, you can delete the contact from the initial company’s contact list and add it to a new one.

How can I benefit from organizing contacts into companies?

Organizing contacts into companies can improve your workflow. Doing so enables you to view all tickets from the company’s contacts with a single click, making it easier to filter and find specific tickets. To see all tickets from a particular company, please follow these steps.

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Click on Tickets.

Optional: To narrow the search even more, click on Custom Filter and select the ticket’s status, source, tags, or other custom filters.

Knowledge base resources                                                                                    

• Companies and organizations
• Contact fields
• Contact Fields
• Contacts
• Contact groups

LiveAgent Product Tour | Live Agent02:25

Live AgentMarch 10, 2021

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