Step-by-step: Hiding or Removing Contacts
Decide whether to inactivate or hide
If the contact is truly obsolete and no tickets depend on them → consider inactivating in the PSA.
If the contact is still referenced by service tickets or you don’t want to change PSA data → hide the contact in ConnectBooster.
To inactivate a contact in your PSA (ConnectWise / Autotask)
Open the contact record inside your PSA.
Set the contact’s status to Inactive (follow PSA-specific steps).
Note: the PSA may require you to reassign any open service tickets tied to that contact to another active contact before allowing inactivation.
Understand ticket reassignment implications
Before inactivating, locate any open or historical service tickets associated with the contact.
Reassign tickets to an appropriate active contact if the PSA forces reassignment.
Be cautious: reassigning can affect audit trails or ticket ownership workflows.
To hide a contact in ConnectBooster (no PSA changes)
In the portal, go to Contacts for the company.
Find the contact you want to remove from view.
Open the contact’s three-dot menu and select Hide.
Refresh the Contacts list — the total contact count will decrease (e.g., from 20 to 19) and the hidden contact will no longer appear in ConnectBooster’s visible list.
Verify the hide worked
Refresh the page and confirm the contact is gone from the visible list.
Optionally search or filter to confirm the contact is hidden (not deleted).
To un-hide or show the contact again
Find the portal’s hidden contacts view or the contact management area (depends on your portal UI).
Use the three-dot menu to Unhide or toggle visibility back on.
Refresh to confirm it reappears.
When to prefer Hide vs Inactivate
Use Hide when tickets or integrations rely on the contact, or you want a non-destructive, reversible change.
Use Inactivate when the contact is permanently out of use and you’re prepared to manage any ticket reassignments.