--- title: Manage contacts from the customer service portal description: Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.Use the Create Contact catalog item to create a contact from the customer portal.Update the contact information for a user from the customer portal.Enable or disable the login for a contact from the customer portal.Assign one or more user roles to a contact from the customer portal. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/c\_ManageUsersFromCustomerPortal.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 4 breadcrumb: [Use Customer Service Portal, Customer communication, Use, Customer Service Management] --- # Manage contacts from the customer service portal Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal. **Related topics** [Manage customer registration requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/manage-cust-registration-requests.md) [Create a customer contact](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_ManageUsersFromCustomerPortal.md) ## Create a customer contact Use the **Create Contact** catalog item to create a contact from the customer portal. ### Before you begin Role required: sn\_customerservice.customer\_admin, sn\_customerservice.partner\_admin, or admin ### About this task By selecting the **Create Contact** catalog item, you can add the details for a contact and create the contact record. After saving the record, you can perform the following actions depending on your role. - Users with the sn\_customerservice.customer\_admin or sn\_customerservice.partner\_admin can update the contact's user ID and enable or disable notifications. - Users with the admin role can set a password for the contact and require the contact to reset their password. **Note:** These actions are available while you are creating the contact record. ### Procedure 1. Click **Requests** > **Request Something** in the portal header. 2. In the Categories list, click **Services** and then click the **Create Contact** catalog item to display the Create Contact form. 3. Fill in the fields on the Create Contact form. |Field|Description| |-----|-----------| |First name|The customer's first name.| |Last name|The customer's last name.| |Title|The customer's job title.| |Language|The customer's preferred language.| |Account|The customer's account.| |Email|The customer's email address.| |Business phone|The customer's business phone.| |Mobile phone|The customer's mobile phone.| 4. Click **Submit**. The system creates the contact and updates the Contact form. 5. Update the information in the following fields. |Field|Description| |-----|-----------| |Notification|Enable or disable notifications for this customer.| |User ID|A unique identifier for this user. The user ID should follow this format: **firstname.lastname**| 6. With the admin role, you can update password information for the contact. |Field|Description| |-----|-----------| |Password|Set a password for the contact.| |Password needs reset|Requires the contact to reset their password when they log in to the portal.| 7. Click **Save** to update the record. **Related topics** [Update contact information for a user]() [Enable or disable the login for a contact]() ## Update contact information for a user Update the contact information for a user from the customer portal. ### Before you begin Role required: sn\_customerservice.customer\_admin, sn\_customerservice.partner\_admin, or admin ### Procedure 1. Click **Support** > **Contacts** in the portal header. 2. Select a contact from the Contacts list. 3. Make the desired changes to the fields on the Contact form. |Field|Description| |-----|-----------| |First name|The customer's first name.| |Last name|The customer's last name.| |Title|The customer's job title.| |Language|The customer's preferred language.| |Time zone|The time zone for this customer's location.| |Account|The customer's account.| |Email|The customer's email address| |Business phone|The customer's business phone.| |Mobile phone|The customer's mobile phone.| |Notification|Enable or disable notifications for this customer.| |User ID|A unique identifier for this user. The user ID should follow the format **firstname.lastname**.| 4. Click **Save**. **Related topics** [Create a customer contact]() [Assign a user role to a contact]() ## Enable or disable the login for a contact Enable or disable the login for a contact from the customer portal. ### Before you begin Role required: sn\_customerservice.customer\_admin, sn\_customerservice.partner\_admin, or admin ### Procedure 1. Select **Support** > **Contacts** in the portal header. 2. Select a contact from the Contacts list. 3. In the Actions list, select one of the following links.
Choice Description
**Disable login** Disables the login for this contact. When the login is disabled, the contact can’t access the customer portal.This link is displayed if the login is enabled.
**Enable login** Enables the login for this contact.This link is displayed if the login is disabled.
**Related topics** [Create a customer contact]() [Assign a user role to a contact]() ## Assign a user role to a contact Assign one or more user roles to a contact from the customer portal. ### Before you begin Role required: sn\_customerservice.customer\_admin, sn\_customerservice.partner\_admin, or admin ### About this task Use the Edit Role pop-up window to manage the roles for a contact. Contacts must have at least one assigned user role. If there are no roles in the **Selected** column on the pop-up window, you cannot update the record. **Note:** The roles available in the Edit Role pop-up window are configured using the **sn\_customerservice.contact\_role\_assignment** property. ### Procedure 1. Click **Support** > **Contacts** in the portal header. 2. Select a contact from the Contacts list. 3. In the Actions list, click the **Edit Roles** link. 4. In the Edit Role pop-up window, select a role in the **Available** column and move it to the **Selected** column. 5. Click **Update** on the Edit Role pop-up window. **Note:** If there are no roles in the **Selected** column, the system displays an error message and the column resets to display the originally assigned roles. 6. Click **Save** on the Contact form. **Related topics** [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md)