Contacts and visitor identity

Find a contact and their tickets

1. Open Contacts in the dashboard.
2. Search by the visitor information available in the record.
3. Review their name/email, external user ID, guest/verified indicator and last seen time.
4. Expand a contact to load their linked tickets.
5. Open the relevant ticket to continue support in its own workflow.

Guest versus verified identity

A guest can supply contact details without proving ownership of your application account. Verified identity requires the supported signed identity flow from your own backend. Do not generate identity signatures or expose the signing secret in browser code. An external user ID should consistently identify the signed-in customer in your application.

• Installation and visitor identity

Navigation and interpretation

• Contacts pagination offers 10, 25 or 50 rows per page; these choices differ from Billing history.
• Use the displayed ticket counts to distinguish open work from resolved requests.
• A contact record and a lead score answer different questions: identity/support history versus sales intent.
• If a customer appears as a guest, check the identity integration and sign-in state instead of treating their entered email as verification.