Hi everyone,
Currently, the majority of our contacts are associated with a company.
We use a custom text field on the Company object called “VAT Number”, which is unique and works well to identify companies.
Here’s what I’m seeing so far:
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I can successfully search for a company using the custom field VAT Number
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However, when I search for the same VAT Number in the Contact search, no results are returned
Question:
Is there a way to configure the contact search bar (on ticket creation) so that entering a company’s VAT Number will return all contacts associated with that company?
Target functionality:
When someone calls in:
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The agent asks for the VAT Number and the caller’s name
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The agent searches using the VAT Number
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If results are found, the agent selects the correct contact from the list
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If no results are found, the agent proceeds with creating a new contact under that company
Additional context:
Not all contacts have a dedicated email address or mobile number, which makes searching by company identifier (VAT Number) essential for correctly identifying callers and avoiding duplicate contacts.
Any guidance or possible workarounds would be greatly appreciated.
Thanks in advance!