CRM
CRM tracks the people and organizations you sell to: leads coming in, contacts you've confirmed, deals in progress, and any support tickets they raise with you.
What you can do
- Contacts: a directory of confirmed people and organizations.
- Leads: track potential customers through New, Contacted, Qualified, Unqualified, or Converted.
- Deals: an opportunity pipeline with a value, currency, stage, and probability of closing.
- Support Tickets: customer-facing tickets, kept separate from the internal Helpdesk module.
Use case: take a lead through to a deal
1
Navigate to CRM > Leads and click Add Lead. Enter a name and, where you have them, an email, phone, and company, then set a status and a source (Referral, Website, Social, Event, Cold Outreach, or Other).
2
Once the lead is qualified, open its row menu and click Convert to Contact. This creates a contact record from the lead's details and marks the lead Converted.
3
Navigate to CRM > Deals and click Add Deal. Give it a title, link the new contact, set a value and currency, a stage (Prospecting, Qualification, Proposal, Negotiation, Won, or Lost), and a probability of closing.
Two kinds of tickets
CRM Support Tickets are for issues customers raise with you. They're a separate list from Helpdesk Tickets, which is for your own staff's internal support requests.