A client's Contacts tab holds two lists that both consist of email addresses and neither of which grants a login: contacts, which tie an address to the client so its email is recognised, and billing recipients, which receive the client's timesheet documents. The same page area on the Documents tab holds client-wide document access grants for workspace users. Owners and Admins manage all three.
Before you start
- You need the Owner or Admin role, in the browser.
- Designating or removing a billing recipient is an access change and asks you to confirm your identity first.
Contacts
The form hint sums contacts up: "Email identities without a login. Association grants no access." Use contacts for customer staff who write to your mailbox but never need to log in.
To add one, open the client's Contacts tab, enter the Email and optionally a Name, and select Add contact. An address is one contact per workspace; adding it again on another client moves it there.
How a contact's email is handled:
- When mail from a contact's address arrives and the sender is verified, the Inbox shows "The sender is a known contact of {client}." and suggests that client as the billing client when the message is routed.
- A contact acts only in the Shared audience, and only on tickets they are on: tickets they reported by email, or tickets someone put them on with Put the sender on the ticket when merging a message. On those tickets their replies append as shared comments and they receive shared comments by email, in the client's language.
- A verified sender that SAQ does not know becomes a contact automatically, without a client, the first time their mail creates an Inbox ticket. Assign such a contact to a client from the Contacts tab if you want the suggestion.
- A contact is never mailed anything else: no state changes, no assignments, no Internal or Staff content.
To delete a contact, select Remove and confirm Remove contact {email}? ("Email from this address is no longer matched to the client through this contact."). The record is pseudonymised rather than erased: comments from that address keep a stable reference such as "Former contact 2", the address is removed from any ticket it was put on and from the billing recipients, and future mail from it is treated as unknown.
Billing recipients
The list is described as "Explicitly designated addresses that receive this client's timesheet documents." Nobody receives a timesheet without being on this list; being a client user, billing contact, or contact is not enough.
To designate one, enter the Email under Billing recipients and select Designate. To remove one, select Remove and confirm Remove billing recipient {email}? ("Billing documents are no longer delivered to this address.").
Rules:
- Recipients are per client. Every document produced by that client's billing runs, whether the layout is Combined or Per project, is sent to every designated address.
- Delivery uses the workspace mailbox. Without a connected mailbox the documents are still produced and downloadable; the Documents page then shows the delivery as "no mailbox".
- Delivery state per address (in flight, sent, failed, skipped) is visible on the Documents page, and uncertain sends can be reconciled under Settings → Mailbox.
- An address can be designated once per client ("Already a billing recipient").
Client-wide document access
On the client's Documents tab, an Owner or Admin can grant a workspace user client-wide access: pick the Workspace user and select Grant access. The hint explains the effect: "A workspace user with this grant downloads every artifact of this client and sees its bank balances. A project manager without it sees only their own project artifacts." Revoke with Remove and confirm Revoke document access for {name}? ("They can no longer download this client's documents. Access can be granted again.")
Without a grant, a workspace Member sees no documents; a Project manager sees the documents of their own projects; Owners and Admins see everything.
Billing recipient, billing contact, or grant?
| Mechanism | Who | Login needed | What it gives |
|---|---|---|---|
| Billing recipient | Any email address | No | Receives the client's timesheet documents by email |
| Billing contact | A client user | Yes, a full login | Downloads the client's documents in the app under Documents |
| Client-wide document access | A workspace user | Yes | Downloads every document of the client and sees its time-bank balances |
| Contact | Any email address | No | Recognised as the client's correspondent; shared comments by email on tickets they are on |
Common problems
"Enter a valid email address." The contact address must be a plain name@domain address.
A customer says they never received the timesheet. Check that their address is under Billing recipients for the client (not only under Users or Contacts), that a mailbox is connected, and the delivery state on the Documents page.
Mail from a contact lands in the Inbox instead of on the ticket. The contact is not on that ticket. Merge the message and tick Put the sender on the ticket so later replies append automatically; see Triage the Inbox.