Contacts
Look up customer profiles, contact tags and related tickets.
When to use it
Use Contacts to check identity, review context or maintain contact details.
Where to find it
Click here: Contacts → DI Username → Search
Step-by-step instructions
Click here: Contacts → DI Username → Search
Choose a search type, then enter a value
Choose an available lookup method in the top-right menu (near 2), enter an authorized identifier in the field (3), then click the far-right search icon. The center lists DI Username / User ID / Email / Phone; no profile is open because no search has been made.
On this image, 1 is Contacts; 2 marks the area beside the DI Username search-type menu; 3 is the search field.Click to enlarge Click here: Contacts
Verify a matching customer
Open a profile only after results appear, then check basic details, User Tags and Tickets. A matching name alone does not establish identity. The image does not show a profile. Access only work-related data and redact personal details before sharing images.
Click here: Contacts → Contact tags
Separate customer tags from conversation tags
If Contact tags is available, maintain customer-level labels there and apply them under User Tags in a profile. These follow the customer and are separate from conversation or ticket classification in Categories & Tags. This inner page is not pictured.