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---
stage: Plan
group: Certify
info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments
---
# Customer relations management (CRM) **(FREE)**
> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2256) in GitLab 14.6 [with a flag](../../administration/feature_flags.md) named `customer_relations`. Disabled by default.
> - In GitLab 14.8 and later, you can [create contacts and organizations only in root groups](https://gitlab.com/gitlab-org/gitlab/-/issues/350634).
> - [Enabled on GitLab.com and self-managed](https://gitlab.com/gitlab-org/gitlab/-/issues/346082) in GitLab 15.0.
> - [Feature flag removed](https://gitlab.com/gitlab-org/gitlab/-/issues/346082) in GitLab 15.1.
With customer relations management (CRM) you can create a record of contacts
(individuals) and organizations (companies) and relate them to issues.
Contacts and organizations can only be created for root groups.
You can use contacts and organizations to tie work to customers for billing and reporting purposes.
To read more about what is planned for the future, see [issue 2256](https://gitlab.com/gitlab-org/gitlab/-/issues/2256).
## Permissions
| Permission | Guest | Reporter | Developer, Maintainer, and Owner |
| ---------- | ---------------- | -------- | -------------------------------- |
| View contacts/organizations | | ✓ | ✓ |
| View issue contacts | | ✓ | ✓ |
| Add/remove issue contacts | | ✓ | ✓ |
| Create/edit contacts/organizations | | | ✓ |
## Enable customer relations management (CRM)
Customer relations management features must be enabled at the group level. If your
group also contains subgroups, and you want to use CRM features in the subgroup,
you must enable CRM features for the subgroup.
To enable customer relations management in a group or subgroup:
1. On the top bar, select **Main menu > Groups** and find your group or subgroup.
1. On the left sidebar, select **Settings > General**.
1. Expand the **Permissions and group features** section.
1. Select **Customer relations is enabled**.
1. Select **Save changes**.
## Contacts
### View contacts linked to a group
To view a group's contacts:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Contacts**.
### Create a contact
To create a contact:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Contacts**.
1. Select **New contact**.
1. Complete all required fields.
1. Select **Create new contact**.
You can also [create](../../api/graphql/reference/index.md#mutationcustomerrelationscontactcreate)
contacts using the GraphQL API.
### Edit a contact
To edit an existing contact:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Contacts**.
1. Next to the contact you wish to edit, select **Edit** (**{pencil}**).
1. Edit the required fields.
1. Select **Save changes**.
You can also [edit](../../api/graphql/reference/index.md#mutationcustomerrelationscontactupdate)
contacts using the GraphQL API.
#### Change the state of a contact
Each contact can be in one of two states:
- **Active**: contacts in this state can be added to an issue.
- **Inactive**: contacts in this state cannot be added to an issue.
To change the state of a contact:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Contacts**.
1. Next to the contact you wish to edit, select **Edit** (**{pencil}**).
1. Select or clear the **Active** checkbox.
1. Select **Save changes**.
## Organizations
### View organizations
To view a group's organizations:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Organizations**.
### Create an organization
To create an organization:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Organizations**.
1. Select **New organization**.
1. Complete all required fields.
1. Select **Create new organization**.
You can also [create](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationcreate)
organizations using the GraphQL API.
### Edit an organization
To edit an existing organization:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Organizations**.
1. Next to the organization you wish to edit, select **Edit** (**{pencil}**).
1. Edit the required fields.
1. Select **Save changes**.
You can also [edit](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationupdate)
organizations using the GraphQL API.
## Issues
If you use [Service Desk](../project/service_desk.md) and create issues from emails,
issues are linked to contacts matching the email addresses in the sender and CC of the email.
### View issues linked to a contact
To view a contact's issues, select a contact from the issue sidebar, or:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Contacts**.
1. Next to the contact whose issues you wish to view, select **View issues** (**{issues}**).
### View issues linked to an organization
To view an organization's issues:
1. On the top bar, select **Main menu > Groups** and find your group.
1. On the left sidebar, select **Customer relations > Organizations**.
1. Next to the organization whose issues you wish to view, select **View issues** (**{issues}**).
### View contacts linked to an issue
You can view contacts associated with an issue in the right sidebar.
To view a contact's details, hover over the contact's name.
You can also view issue contacts using the
[GraphQL](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationcreate)
API.
### Add or remove issue contacts
### Add contacts to an issue
To add [active](#change-the-state-of-a-contact) contacts to an issue use the `/add_contacts [contact:address@example.com]`
[quick action](../project/quick_actions.md).
You can also add, remove, or replace issue contacts using the
[GraphQL](../../api/graphql/reference/index.md#mutationissuesetcrmcontacts)
API.
### Remove contacts from an issue
To remove contacts from an issue use the `/remove_contacts [contact:address@example.com]`
[quick action](../project/quick_actions.md).
You can also add, remove, or replace issue contacts using the
[GraphQL](../../api/graphql/reference/index.md#mutationissuesetcrmcontacts)
API.
## Autocomplete contacts
> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2256) in GitLab 14.8 [with a flag](../../administration/feature_flags.md) named `contacts_autocomplete`. Disabled by default.
> - [Enabled on GitLab.com and self-managed](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) in GitLab 15.0.
> - [Generally available](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) in GitLab 15.2. [Feature flag `contacts_autocomplete`](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) removed.
When you use the `/add_contacts` quick action, follow it with `[contact:` and an autocomplete list with the [active](#change-the-state-of-a-contact) contacts appears:
```plaintext
/add_contacts [contact:
```
When you use the `/remove_contacts` quick action, follow it with `[contact:` and an autocomplete list with the contacts added to the issue appears:
```plaintext
/remove_contacts [contact:
```
## Moving objects with CRM entries
The root group is the topmost group in the group hierarchy.
When you move an issue, project, or group **in the same group hierarchy**,
issues retain their contacts.
When you move an issue or project and the **root group changes**,
issues lose their contacts.
When you move a group and its **root group changes**:
- All unique contacts and organizations are migrated to the new root group.
- Contacts that already exist (by email address) are deemed duplicates and deleted.
- Organizations that already exist (by name) are deemed duplicates and deleted.
- All issues retain their contacts or are updated to point at contacts with the same email address.
If you do not have permission to create contacts and organizations in the new
root group, the group transfer fails.
|
